Group Lead, Customer Service Distribution
AbbVie
June 24, 2026
Remote friendly (Florham Park, NJ)
United States
$75,000 - $142,500 USD yearly
Operations
Responsibilities:
- Provide business process oversight of daily customer service operations, supporting internal and external stakeholders to ensure compliance with KPIs, regulatory requirements, training, performance, and efficiency-driven projects.
- Serve as a Subject Matter Expert (SME) in SAP and OneHUB customer operations processes across Customer Operations, Global Supply Chain, Finance, and Logistics.
- Resolve team performance issues and manage KPIs/metrics for Account Maintenance/Data Steward Platform (DSP) and export/contract manufacturing order processes with a focus on continuous improvement.
- Collaborate with Customer Operations management and business partners to support customer loyalty and company objectives.
- Administer day-to-day customer service activities: act as SME/OJT/on-the-job trainer and front-line escalation point; oversee customer master data via Data Steward Platform, EDI, and order management from receipt through delivery; manage order types (EDI RX/OTC/controlled drugs, serialized products, customer orders, controlled drug monitoring, stock transfer orders, CMAF billing, export, TOPA, contract manufacturing).
- Generate/analyze/present customer service performance metrics; provide actionable recommendations.
- Demonstrate expertise in SAP/Fiori, EDI (850, 855, 810, 856), and ASN/DSCSA requirements.
- Conduct daily reviews, prioritize work, assign personnel, fulfill audit requirements, and drive new product launch and project initiatives.
Compliance:
- Complete/apply quality, regulatory safety, and compliance training; oversee audit documentation requirements.
Qualifications:
- Bachelor’s degree (business/related preferred) or 3–5 years customer service-related experience.
- Knowledge of cGMP, FDA, and regulatory pharmaceutical principles.
- Proficient in Microsoft Office (Excel/Word), ERP/SAP/Fiori, SharePoint, and customer feedback systems.
- Lead/facilitate cross-functional and vendor meetings; strong decision-making and influence skills.
- Analytical skills for root cause analysis and implementing changes; collaborative and positive change agent.
- Able to work independently and lead multiple projects; identify risks/gaps and track action items to meet timelines.
- Provide business process oversight of daily customer service operations, supporting internal and external stakeholders to ensure compliance with KPIs, regulatory requirements, training, performance, and efficiency-driven projects.
- Serve as a Subject Matter Expert (SME) in SAP and OneHUB customer operations processes across Customer Operations, Global Supply Chain, Finance, and Logistics.
- Resolve team performance issues and manage KPIs/metrics for Account Maintenance/Data Steward Platform (DSP) and export/contract manufacturing order processes with a focus on continuous improvement.
- Collaborate with Customer Operations management and business partners to support customer loyalty and company objectives.
- Administer day-to-day customer service activities: act as SME/OJT/on-the-job trainer and front-line escalation point; oversee customer master data via Data Steward Platform, EDI, and order management from receipt through delivery; manage order types (EDI RX/OTC/controlled drugs, serialized products, customer orders, controlled drug monitoring, stock transfer orders, CMAF billing, export, TOPA, contract manufacturing).
- Generate/analyze/present customer service performance metrics; provide actionable recommendations.
- Demonstrate expertise in SAP/Fiori, EDI (850, 855, 810, 856), and ASN/DSCSA requirements.
- Conduct daily reviews, prioritize work, assign personnel, fulfill audit requirements, and drive new product launch and project initiatives.
Compliance:
- Complete/apply quality, regulatory safety, and compliance training; oversee audit documentation requirements.
Qualifications:
- Bachelor’s degree (business/related preferred) or 3–5 years customer service-related experience.
- Knowledge of cGMP, FDA, and regulatory pharmaceutical principles.
- Proficient in Microsoft Office (Excel/Word), ERP/SAP/Fiori, SharePoint, and customer feedback systems.
- Lead/facilitate cross-functional and vendor meetings; strong decision-making and influence skills.
- Analytical skills for root cause analysis and implementing changes; collaborative and positive change agent.
- Able to work independently and lead multiple projects; identify risks/gaps and track action items to meet timelines.