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 protected work workplace 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