Initiative and Solutions Specialist- Customer Operations

Job description

About AbbVie 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 including immunology, oncology and neuroscience - and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on LinkedIn, Facebook, Instagram, X and YouTube. AbbVie is currently seeking a passionate, customer and patient centric, Initiatives and Solutions Specialist within Customer Operations based in Mascot before relocating to the Sydney CBD in Q4 2026. This role serves as a key front-line contract for Healthcare Professionals (HCPs), supporting high quality interactions and helping ensure a positive customer experience across a range of channels and services. KEY DUTIES AND RESPONSIBILITIES Provide independent support for complex, sensitive and specialised HCP enquiries, applying sound judgement, strong therapeutic knowledge, and professional credibility. Manage front-line issue resolution independently, ensuring timely, effective outcomes and escalating higher complexity matters appropriately. Key contributor in administration and coordination of AbbVie’s Medicines Access Programs, managing end-to-end processes and liaising with relevant internal and external stakeholders. Lead and support the operational delivery of assigned programs and projects, while identifying and implementing process improvements to enhance efficiency and effectiveness. Deliver tailored support for identified key accounts and manage enquiries for non-promoted brands to strengthen customer experience and service outcomes. Manage HCP consent requirements and distribute Veeva-approved content in line with compliance and business requirements. Troubleshoot and resolve HCP technical issues, enabling access to AbbVie portals and digital platforms with minimal disruption. 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. Maintain consistent and professional customer experience across all communication channels. Proactively gather feedback from customers to continuously improve services. Actively respond to customer feedback to improve delivery service and enhance customer experience. Apply AbbVie’s CX principles - make it easy, be trustworthy, know the customer, and bring value - in every customer interaction. Partner closely with internal stakeholders, including sales, marketing, and technical support, to ensure accurate, aligned and customer-focused responses. track service metrics, provide recommendations to drive continuous improvement and uphold high service standards. 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. Pharmaceutical industry knowledge, regulations and compliance with infield experience working with HCP’s Understanding of PBS/Services Australia/authority approval processes Understanding of medical terminology and clinical behaviours Familiarity with CRM systems or other access portals with an understanding of supply chain management and HCP & patient support program Customer engagement and relationship management skills. Proven ability to remain calm under pressure and manage challenging customer situations professionally Highly developed verbal and written communication skills, with strong organisational ability and a collaborative team approach Strong customer empathy, patience, and interpersonal awareness Customer-centric mindset with a clear focus on service excellence and positive outcomes Strong project management capability, with in-depth knowledge of distribution and order management processes Well-developed problem-solving and sound decision-making skills Effective conflict resolution and negotiation skills Proficiency in Microsoft Office and CRM systems Analytical, data-driven mindset with the ability to interpret information and support informed decisions Strong time management skills, with the ability to manage priorities and meet deadlines efficiently 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. AbbVie is an equal opportunity employer, and dedicated to fostering an inclusive, flexible, and supportive workplace that values and respects every individual. We are committed to operating with integrity, driving innovation, transforming lives, and embracing diversity and inclusion. It is AbbVie’s policy to employ qualified persons of the greatest ability. We ensure a fair and inclusive recruitment process without discrimination against any employee or applicant because of, and not limited to, race, religion, age, physical or mental disability, gender identity or expression, sexual orientation, or marital status. Our hiring process is flexible and accessible, so if you have any specific requests or accessibility requirement, please feel comfortable to let our team know by emailing CareersANZ@abbvie.com or speaking with your Recruiter and we'll make any necessary adjustments to accommodate your needs. 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 Employe