Customer Service & Order Management Specialist

About AbbVie AbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas including immunology, oncology and neuroscience - and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com . Follow @abbvie on LinkedIn, Facebook , Instagram , X and YouTube.

Join AbbVie — a global biopharmaceutical leader — and play a critical role in ensuring life-changing medicines reach the patients who need them. As a Customer Service & Order Management Specialist , you will own the end-to-end Order to Cash (OTC) process for Australia's top-tier wholesale and retail pharmaceutical customers; accounts that represent 98% of domestic pharmaceutical sales . This is a high-impact role where your SAP expertise, CRM capability, and passion for exceptional service will directly drive customer loyalty and supply chain excellence. You'll be a trusted expert across the business, collaborating with sales, logistics, finance, and quality teams and act as the go-to resource for process improvement and operational efficiency. NOTE: This is a 12 month Max Term Contract opportunity. KEY DUTIES AND RESPONSIBILITES Own end-to-end order management for key wholesale and retail accounts using SAP and the Order to Cash (OTC) process — including order entry, validation, shipment tracking, sales recognition, and reporting across EDI, email, fax, and controlled drug order types Manage Salesforce case management, ensuring priority cases are resolved within agreed SLA/KPI metrics Resolve customer inquiries related to shipping, pricing discrepancies, product returns, and credit processing with speed and accuracy Oversee equipment procurement, delivery, and maintenance coordination to support hospital patient care requirements Analyse order and return data through customer scorecards and KPIs to identify trends and drive continuous improvement Lead and participate in process improvement initiatives, leveraging analytics to enhance efficiency and customer satisfaction Collaborate cross-functionally with sales, supply chain, finance, and quality to optimise orders, returns, and new product launches Act as Subject Matter Expert and On-the-Job Trainer (OJT) for customer service policies including orders, returns, and support services Drive AbbVie project initiatives including customer/product divestiture, discontinued products, and pipeline management Report any adverse event within 24 hours as per AbbVie’s policies and procedures. Proactively participate in AbbVie’s WHS programs, adhere to policies and promote a safe work environment at all times. Adhere to AbbVie’s internal codes of conduct and compliance processes. Other ad hoc duties, as requested.

3–5 years of experience in customer service, order management, or a related operations role Demonstrated experience with SAP (SD module preferred) and Order to Cash (OTC) processes Proficiency in CRM systems (Salesforce preferred) and MS Office 365 Strong analytical and problem-solving skills, including root cause analysis Excellent written and verbal communication, active listening, and stakeholder management skills Ability to work independently and cross-functionally, including with executive-level stakeholders Experience in the pharmaceutical, life sciences, FMCG, or healthcare industry Familiarity with controlled drug ordering, serialised products, or regulatory compliance requirements Experience with SharePoint, reporting tools, or process automation Flexibility and Availability : In line with Australia’s 'Right to Disconnect' legislation, we recognise and respect employees' right to refuse contact outside of