Job Description

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 current 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.

📌 Customer Service & Order Management Specialist (Sydney)
🏢 Abbvie
📍 Sydney