INITIATIVES AND SOLUTIONS ASSOCIATE

Initiatives and Solutions Associate

Sydney, NSW

Function: Commercial
Job Type: Full-time
Job ID: R00132728


Company Description


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 – immunology, oncology, neuroscience, and eye care – and products and services in our Allergan Aesthetics portfolio.


Job Description


The Initiatives and Solutions Associate is a customer-focused professional who plays a crucial front-line role in the Customer Operations function for AbbVie Australia and New Zealand. This important position serves as the initial point of contact for healthcare professionals (HCPs).

Working closely with the Initiatives and Solutions Managers, you will be responsible for understanding the customer's needs and effectively triaging specialized requests to the appropriate Initiatives and Solutions Manager for more detailed assistance and being the primary point of contact for medicines access programs and their coordination. Your ability to address inbound calls and emails and ensure a seamless and exceptional customer experience is vital. You will incorporate AbbVie's CX principles: make it easy, be trustworthy, know me, and bring value to deliver outstanding customer experience.

This role requires the ability to effectively utilise communication tools, resolve issues promptly, and seek customer feedback to continually improve the customer experience. Overall, as an Initiatives and Solutions Associate, you will be instrumental in enhancing customer and patient services, ensuring a smooth experience for both internal and external stakeholders.

Key duties & responsibilities:

Front-line Issue Resolution and Escalation: Independently resolve straightforward customer issues and escalate more complex issues for timely resolution where required.
Medicines Access Programs: Manage the administration and co-ordinate all aspects of AbbVies Medicines Access programs, including the interface with relevant internal and external stakeholders.
Inbound Orders and Inquiries: Handle incoming orders and inquiries from various sources, ensuring prompt and satisfactory resolutions.
Level 1 HCP IT/Tech Support: Provide basic troubleshooting for HCP technical inquiries and escalate complex issues as needed.
Utilise Multichannel Communication Tools: Engage with customers using tools like the Five9 phone system, CRM, case management systems, websites, and knowledge management systems to provide seamless interactions and solutions.
High-Quality Service Across Channels: Maintain a consistent and professional customer experience across all communication channels.
Feedback Collection & Integration: Proactively gather feedback from customers to continuously improve services. Actively respond to customer feedback to improve service delivery and enhance customer experiences.
Customer Experience Principles: Employ AbbVie’s CX principles - make it easy, be trustworthy, know the customer, and bring value - in all customer interactions.
Cross-Functional Collaboration: Work with internal teams such as sales, marketing, and technical support to ensure comprehensive responses to customer inquiries.
Performance Monitoring and Reporting: Monitor metrics and generate reports to recommend improvements and maintain high service standards.
Quality

Report any adverse event within 24 hours as per Abbvies policies and procedures.
Ensure that adverse events are appropriately captured and forwarded to pharmacovigilance within required timeframes, and support AE reconciliation activities
Assist with the management of systems, relevant databases, workflow and documentation for the compassionate supply program to ensure required timelines are met
Workplace Health & Safety

Proactively participate in AbbVie’s WHS programs, adhere to policies and promote a safe work environment at all times.
General

Adhere to AbbVie’s internal codes of conduct and compliance processes.
Other ad hoc duties such as administrative duties, as requested.

Qualifications


Skills and Abilities

Customer Engagement and relationship management Skills.
Ability to be calm under pressure and in dealing with difficult customer situations
Excellent verbal and written communication skills, organisational skills and works well in a team environment
Problem solving & decision-making skills
Conflict resolution & negotiation skills
Microsoft office and CRM management skills
Analytical and data driven mindset
Excellent time management skills
Attention to detail
Experience

Pharmaceutical industry knowledge
Frontline customer management experience is desirable
Report preparation and business analysis experience
Knowledge of pharmaceutical regulations and compliance
Understanding of medical terminology
Familiarity with CRM systems or other access portals
Understanding of supply chain management and HCP & patient support program
Flexibility and Availability: In line with Australia’s 'Right to Disconnect' legislation, we recognise and respect employees' right to refuse contact outside of their working hours, unless such refusal is deemed unreasonable. As we operate in an international, matrixed environment, there may be occasions where your role requires participation in business meetings outside of standard hours. We value and support flexibility and appreciate your willingness to occasionally accommodate these requests to ensure effective collaboration and communication within our global team.


Additional Information


WAYS WE WORK

All For One Abbvie; We weigh all decisions against the common good. We inspire, share and create as a team. We solve problems for all rather than serving our immediate team.

Decide Smart & Sure; We make intelligent decisions to create the best outcomes. We act quickly, embrace experimentation, and learn what doesn’t work and get on to what does.

Agile & Accountable; We streamline and eliminate unnecessary obstacles. We plan but adapt as we go. We delegate and make tough decisions to ensure focus on results, staying keenly aware of the urgency in all we do.

Clear & Courageous; Open, honest, candid dialogue is core to our work and how we act with each other. We share information freely and continuously to find solutions. We admit mistakes. We grow stronger by putting the courage of our conviction to the test.

Make Possibilities Real; We question with endless curiosity. We’re never satisfied with good enough—patients depend on us to deliver more. We challenge ourselves to find creative, constructive solutions to turn possibilities into reality.


CODE OF CONDUCT & BUSINESS INTEGRITY STATEMENT

AbbVie is committed to observing high integrity and ethical standards in all its business dealings with our customers, with each other, business partners and suppliers.

AbbVie as a responsible corporate citizen will adhere to these standards, as well as to local, national and international laws.

All AbbVie employees are responsible for maintaining the Company’s reputation for conduct in accordance with the highest level of business integrity, ethics and compliance with the law.

Soliciting and/or accepting/attempting/offering bribes or any illegal gratification is therefore cause for immediate dismissal.

AbbVie is committed to operating with integrity, driving innovation, transforming lives, serving our community, and embracing diversity and inclusion.

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community. Equal Opportunity Employer/Veterans/Disabled.

US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html

US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:

https://www.abbvie.com/join-us/reasonable-accommodations.html