Customer Service Supervisor (Hybrid) - Florham Park, NJ
: Job Details :

Job DescriptionATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps. Unless specifically stated otherwise, this role is On-Site at the location detailed in the job post.Job DescriptionCustomer Service embraces the responsibility of making a remarkable impact on people's lives through best-in-class service levels and efficient business solutions we create together. This is driven by our compassion for people, commitment to innovation and inclusion, service to the community, and uncompromising integrity at the heart of everything we do.The Customer Service Supervisor is responsible for team of 3-12 direct reports for daily domestic customer service operations oversight/support of personnel to ensure compliance with regulatory, Environment, Health & Safety (EHS), training, team performance and objectives. Driven by our dedication to innovation, inclusion, and community service, and grounded in unwavering integrity, you play a crucial role in our mission to deliver excellent customer service.As a Supervisor within our Returns, Credits and Debits Operation team, you will have a significant impact by ensuring top-tier service levels and providing efficient business solutions. Lead team performance /resolution of customer inquiries related to shipping, pricing discrepancies, product returns, EDI, contract manufacturing/Supply Agreement account management process, logistic planning, customer forecasting, SAP Order- To-Cash and credit/debit approvals.This role collaborates with business partners throughout the organization to drive customer loyalty and achievement of the company's sales/ revenue objectives by delivering exceptional customer service to Key Performance IndicatorsResponsibilities:Administer day-to-day activities of customer service:Conduct regular performance evaluations and provide constructive feedback to help team members grow, along with recommendations for merit and goal planning/measurement. Provide management with employee performance results, performance improvement plan, coaching and career path opportunities.Supervise, mentor, and guide a team of customer service representatives, ensuring they have the necessary training and resources to perform at their best.Ensure all returns, credits, and debits operations comply with internal policies, regulatory requirements, and industry standards, including Environmental, Health & Safety (EHS) regulations, DEA and FDA regulations. Oversight for customer service business processes and systems.Conduct regular performance evaluations and provide constructive feedback to help team members grow.Lead the resolution of customer inquiries and issues related to returns, credits, and debits, ensuring timely and accurate responses. Identify potential risks in the returns, credits, and debits processes and develop strategies to mitigate these risks, ensuring minimal impact on operations.Present Continue Imprivement Requisitions to business review boards. Develop return on investment statements, lead and manages contionues improvement projects and initiatives from concept to fuition and hypercare. Identify, implement, and monitor process improvements to enhance the efficiency and effectiveness of returns, credits, and debits operations.Strategy planning and scheduling for department reports to evaluate/measure Key Performance Indicators (KPIs) Evaluate Key Performance Indicators (KPI) results to achieve business objectives and process improvements opportunitiesOversee the SAP Order-To-Cash process, ensuring accurate processing of orders, management of returns, and approval of credit/debit transactions.Stay updated with the latest industry trends and technologies, and integrate innovative solutions to streamline the returns, credits, and debits operation, enhancing overall efficiency and customer satisfaction.Adhere to core behaviors and demonstrates: All for One AbbVie, Decide Smart and Smart, Agile and Accountable, Clear and Courageous, Make Possibilities Real.Complete/apply all quality, regulatory safety, and compliance training .Oversee audit documentation requirements for internal Quality, Legal, external regulatory agencies and/or customer.Additional Qualifications/ResponsibilitiesQualificationsKnowledge of current Good Manufacturing Practices (cGMP), Food and Drug Administration (FDA), and regulatory pharmaceutical marketing and manufacturing principles, practices, and their applicationProficient in relevant software, Advanced Microsoft Office (Excel/pivot, Word), ERP/SAP, SharePoint, customer feedback systemLead internal and external meetings, develop/plan strategy of presentation contentsDelegate customer service activities to ensure business objectives are achieved to stated timelineStrategic thinking/problem solving, lead multiple projects, identify risk/gaps, and track action items to meet timelines to drive customer service deliverablesThe role requires a bachelor's degree, preferably in business, training, or related field. Minimum of 5-8 years customer service-related experienceRequires minimum of 5 years' experience Customer Service leadership or equivalentKey Stakeholders:Customer Service Operations, Trade/Commerical, Supply Chain, Warehousing & Distribution/transportation, Master Data, Finance, Demand Planning, Sales Force, Receivables Management, Pricing Operations, Track & Trace, BTS, Vendor's, Human Resources and LegalSalary: $80,500 - $153,000