Job Description

Joining AbbVie means, you will be part of a team of outstanding professionals dedicated to making a remarkable impact on patients\' lives. At AbbVie, we conduct ground-breaking science on a global scale every day. AbbVie Canada is one of the Best Workplaces in Canada whereby 92% of our employees are proud to say they work for AbbVie. When choosing your career path, choose to be remarkable. AbbVie\xe2\x80\x99s mission is to discover and deliver innovative medicines that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people\xe2\x80\x99s lives across several key therapeutic areas: immunology, oncology, neuroscience, eye care, virology, women\xe2\x80\x99s health, in addition to products and services across its Allergan Aesthetics portfolio. We are presently recruiting for a Customer Master Specialist, Customer Service, reporting to Manager, Pricing and Customer Data, in Trade, Pricing & Customer Service. This is a full-time permanent role based in the Markham Head Office. The Customer Master will be a part of a highly collaborative environment with a dynamic culture and motivated customer service professionals that is responsible for the accurate, efficient and effective management of customer master data, new account creation, account maintenance, maintaining customer pricing, account auditing, and resolution of issues that may prevent creation of accounts. Under general supervision, handles all internal and external customer requests related to account set-up or updates in a timely and professional manner and in accordance with internal policies to ensure accuracy and quality of customer master data. Responsibilities:

• Creates and maintains Customer Master Data based on information provided by the Customer, verifying that the appropriate information is supplied for input into SAP
• Reviews the information for completeness and accuracy based on the business requirement/process
• Professionally handles incoming requests via phone/email from customers and Sales Representatives and ensure that issues are resolved promptly and thoroughly
• Completes follow-up calls, emails and/or case updates to customers and sales representatives
• Offers guidance, recommendations and solutions to business partners and customers to ensure an effortless customer experience through the effective management of Customer Master Data
• Proactively identify opportunities for process improvement and presents them to team leadership
• Regularly perform license checks and liaise with Legal, Market Access and external resources as required
• Administration of online account set up portal
• 1st level support for problems and questions related to Customer Master Data raised by customers or internal staff
• As the subject matter expert, raise issues and risks relating to Customer Master Data with a thorough understanding of the potential impact and work to resolve issues in an efficient, accurate and timely manner
• Continually evolve the best practices to meet current and future customer master data management needs
• Successfully develop, collaborate and maintain cross functional relationships with other teams to ensure task completion and project(s) success to meet short- and long-term objectives
• Ensure effective documentation of business requirements, process, and training content to ensure the successful implementation
• Act as a subject matter expert and assists or leads in training of new hires, and process updates
• When needed, provide appropriate teams direction for corrections to ensure accurate and timely issue resolution
• Review audit reports and KPI reporting
• Partner with Allergan Sales Representatives, Legal, and our clients to provide excellent customer service while maintaining confidentiality and legal constraints
• Testing of technology, system enhancements
• Other tasks as required by the manager

Desired Minimum Requirements:

• College Diploma/University Degree or Related Post-Secondary Education
• Experience in the pharmaceutical/CPG or medical aesthetics industry is also a strong asset
• Hands on experience related to Customer Master Data Management
• Knowledge and experience with SAP \xe2\x80\x93 ECC, Order to Cash
• Experience with various browsers (Gmail, Yahoo, Outlook, etc.)
• Strong service orientation and experience in customer service or professional services environment

Essential Skills and Abilities:

• Fluent in English. Fluency in French is an asset
• Ability to communicate effectively, verbally and in writing, with customers, employees and all other internal/external contacts
• Experience working in a team-oriented, collaborative environment
• Computer literacy and ability to manipulate a variety of applications
• Highly developed professional telephone manner; effective interpersonal communication skills
• Sense of ownership and ability to deal with issues with a sense of urgency
• Emotional intelligence, good judgment, composure under pressure
• Excellent organizational skills and ability to prioritize
• Ability to take initiative and make decisions
• Ability to effectively handle and lead multiple tasks/projects independently autonomously
• Takes personal responsibility for delivering on commitments and promises and closing off issues
• Seeks feedback on how to improve personal skills and displays interest in learning
• Wants to improve and is open minded about being coached or mentored

AbbVie is an equal opportunity employer and encourages women, Aboriginal people, persons with disabilities and members of visible minorities to apply. Covid vaccination new hires amendments: Full vaccination against COVID-19 is a condition of employment for this position, with possible accommodation for validated exemptions, within the limits of applicable legislation. AbbVie employees are also required to comply with any COVID-19 related external requirements, including any testing requirements, applicable to their work activities outside AbbVie premises (for example, travelling and visiting stakeholders and customers).

At AbbVie, we value bringing together individuals from diverse backgrounds to develop new and innovative solutions for patients. As an equal opportunity and affirmative action employer, we do not discriminate on the basis of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, protected veteran status, or any other legally protected characteristic. If you would like to view a copy of the company\xe2\x80\x99s affirmative action plan or policy statement, please email CorpJat_ABV@abbvie.com.