Group Lead, Customer Service Distribution
AbbVie
June 24, 2026
Remote friendly (Waukegan, IL)
United States
$75,000 - $142,500 USD yearly
Operations
Customer Service Lead — responsibilities:
- Provide business process oversight of daily customer service operations; support internal/external stakeholders and ensure compliance with KPIs, regulatory requirements, training, performance, and efficiency projects.
- Serve as SME in SAP and customer operations processes across OneHUB Customer Operations, Global Supply Chain, Finance, and Logistics.
- Resolve team KPI/metric performance issues for Account Maintenance/Data Steward Platform (DSP) and export/contract manufacturing order processes; drive continuous improvements.
- Collaborate with Customer Operations management to support customer loyalty and company objectives.
- Act as SME, on-the-job trainer, and front-line escalation point for customer issue resolution.
- Oversee customer master data processes (Data Steward Platform, EDI, order management) and manage order types (RX/OTC and controlled drugs, serialized products, stock transfers, CMAF billing, export, TOPA, contract manufacturing).
- Generate/analyze/present customer service performance metrics and recommend actions.
- Ensure audit readiness; fulfill internal/external/customer audit requirements.
- Drive new product launch requirements and project initiatives.
Qualifications & skills:
- Bachelor’s degree (business/related) or 3–5+ years customer service experience.
- Knowledge of cGMP, FDA, and regulatory pharmaceutical marketing/manufacturing principles.
- Proficient in Microsoft Excel/Word, ERP/SAP/Fiori, SharePoint, and customer feedback systems; EDI (850/855/810/856) and ASN/DSCSA requirements.
- Lead/facilitate cross-functional meetings; strong decision-making and ability to influence teams.
- Analytical skills to perform root cause analysis and implement changes; work independently and collaboratively; lead multiple projects.
Benefits (if part of role):
- Paid time off; medical/dental/vision insurance; 401(k) (eligible); short-term incentive program.
Compliance:
- Complete/apply quality, regulatory safety, and compliance training; oversee audit documentation requirements.
- Provide business process oversight of daily customer service operations; support internal/external stakeholders and ensure compliance with KPIs, regulatory requirements, training, performance, and efficiency projects.
- Serve as SME in SAP and customer operations processes across OneHUB Customer Operations, Global Supply Chain, Finance, and Logistics.
- Resolve team KPI/metric performance issues for Account Maintenance/Data Steward Platform (DSP) and export/contract manufacturing order processes; drive continuous improvements.
- Collaborate with Customer Operations management to support customer loyalty and company objectives.
- Act as SME, on-the-job trainer, and front-line escalation point for customer issue resolution.
- Oversee customer master data processes (Data Steward Platform, EDI, order management) and manage order types (RX/OTC and controlled drugs, serialized products, stock transfers, CMAF billing, export, TOPA, contract manufacturing).
- Generate/analyze/present customer service performance metrics and recommend actions.
- Ensure audit readiness; fulfill internal/external/customer audit requirements.
- Drive new product launch requirements and project initiatives.
Qualifications & skills:
- Bachelor’s degree (business/related) or 3–5+ years customer service experience.
- Knowledge of cGMP, FDA, and regulatory pharmaceutical marketing/manufacturing principles.
- Proficient in Microsoft Excel/Word, ERP/SAP/Fiori, SharePoint, and customer feedback systems; EDI (850/855/810/856) and ASN/DSCSA requirements.
- Lead/facilitate cross-functional meetings; strong decision-making and ability to influence teams.
- Analytical skills to perform root cause analysis and implement changes; work independently and collaboratively; lead multiple projects.
Benefits (if part of role):
- Paid time off; medical/dental/vision insurance; 401(k) (eligible); short-term incentive program.
Compliance:
- Complete/apply quality, regulatory safety, and compliance training; oversee audit documentation requirements.