Group Lead, Customer Service Distribution
AbbVie
August 19, 2026
Remote friendly (Florham Park, NJ)
United States
$75,000 - $142,500 USD yearly
Operations
Customer Service Lead — responsible for business process oversight of daily customer service operations, providing team support and service to internal/external stakeholders to ensure compliance with KPIs, regulatory requirements, training, performance, and efficiency-driven projects.
- Serve as a Subject Matter Expert (SME) in SAP, customer operations processes, and cross-functional knowledge across OneHUB Customer Operations, Global Supply Chain, Finance and Logistics.
- Ensure timely resolution of KPI/metric performance issues related to Account Maintenance/Data Steward Platform (DSP) and order processes for export and contract manufacturing; drive continuous improvements.
- Collaborate with Customer Operations management and business partners to support customer loyalty and company objectives.
- Administer day-to-day customer service:
- Act as SME, on-the-job trainer (OJT), and front-line escalation point for customer issue resolution.
- Oversee customer master data via Data Steward Platform, EDI, and order management from receipt through delivery; manage order types including EDI (RX/OTC/controlled drugs), serialized products, controlled drug monitoring, stock transfer, CMAF billing, export, TOPA, and contract manufacturing.
- Generate/analyze/present performance metrics; provide actionable insights.
- Apply SME knowledge of SAP/Fiori, EDI (850/855/810/856), and ASN/DSCSA.
- Conduct daily function reviews and prioritize/assign staff.
- Fulfill internal/external/customer audit requirements.
- Support new product launch requirements and initiatives.
- Analyze complex customer issues, perform root cause analysis, and implement solutions.
Compliance/Training:
- Complete/apply quality, regulatory safety, and compliance training.
- Oversee audit documentation requirements.
Qualifications:
- Bachelor’s degree in business/related field preferred; or 3–5 years customer service-related experience.
- Knowledge of cGMP and FDA regulatory principles for pharmaceuticals.
- Proficient with Microsoft Office (Excel/pivot, Word), ERP/SAP/Fiori, SharePoint, and customer feedback systems.
- Lead/facilitate meetings with cross-functional teams and vendors.
- Strong decision-making, analytical/root-cause skills, and ability to influence teams.
- Independent and team-oriented; lead multiple projects, identify risks/gaps, and track actions to meet timelines.
Benefits (if eligible):
- Paid time off (vacation/holidays/sick), medical/dental/vision insurance, 401(k).
- Eligible for short-term incentive programs.
- Serve as a Subject Matter Expert (SME) in SAP, customer operations processes, and cross-functional knowledge across OneHUB Customer Operations, Global Supply Chain, Finance and Logistics.
- Ensure timely resolution of KPI/metric performance issues related to Account Maintenance/Data Steward Platform (DSP) and order processes for export and contract manufacturing; drive continuous improvements.
- Collaborate with Customer Operations management and business partners to support customer loyalty and company objectives.
- Administer day-to-day customer service:
- Act as SME, on-the-job trainer (OJT), and front-line escalation point for customer issue resolution.
- Oversee customer master data via Data Steward Platform, EDI, and order management from receipt through delivery; manage order types including EDI (RX/OTC/controlled drugs), serialized products, controlled drug monitoring, stock transfer, CMAF billing, export, TOPA, and contract manufacturing.
- Generate/analyze/present performance metrics; provide actionable insights.
- Apply SME knowledge of SAP/Fiori, EDI (850/855/810/856), and ASN/DSCSA.
- Conduct daily function reviews and prioritize/assign staff.
- Fulfill internal/external/customer audit requirements.
- Support new product launch requirements and initiatives.
- Analyze complex customer issues, perform root cause analysis, and implement solutions.
Compliance/Training:
- Complete/apply quality, regulatory safety, and compliance training.
- Oversee audit documentation requirements.
Qualifications:
- Bachelor’s degree in business/related field preferred; or 3–5 years customer service-related experience.
- Knowledge of cGMP and FDA regulatory principles for pharmaceuticals.
- Proficient with Microsoft Office (Excel/pivot, Word), ERP/SAP/Fiori, SharePoint, and customer feedback systems.
- Lead/facilitate meetings with cross-functional teams and vendors.
- Strong decision-making, analytical/root-cause skills, and ability to influence teams.
- Independent and team-oriented; lead multiple projects, identify risks/gaps, and track actions to meet timelines.
Benefits (if eligible):
- Paid time off (vacation/holidays/sick), medical/dental/vision insurance, 401(k).
- Eligible for short-term incentive programs.