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. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on X, Facebook, Instagram, YouTube, LinkedIn and Tik Tok. We are committed to creating a more inclusive world together AbbVie is dedicated to fostering an inclusive, flexible, and supportive workplace that values and respects every individual. We are committed to providing equal opportunities for all employees and ensuring a fair and inclusive recruitment process so if you have any specific requests or accessibility requirements, please feel comfortable to our team know by emailing CareersANZ@abbvie.com and we'll make the necessary adjustments to accommodate your needs. 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 specialised 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 AND RESPONSIBILITIES Independently resolve straightforward customer issues and escalate more complex issues for timely resolution where required. Manage the administration and co-ordinate all aspects of AbbVie’s Medicines Access programs, including the interface with relevant internal and external stakeholders. Handle incoming orders and inquiries from various sources, ensuring prompt and satisfactory resolutions. Provide basic troubleshooting for HCP technical inquiries and escalate complex issues as needed. 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 a 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 service delivery and enhance customer experiences. Employ AbbVie’s CX principles - make it easy, be trustworthy, know the customer, and bring value - in all customer interactions. Collaborate with internal teams such as sales, marketing, and technical support to ensure comprehensive responses to customer inquiries. Monitor and analyse metrics and generate reports to recommend improvements and maintain high service standards. Report any adverse event within 24 hours as per Abbvie’s 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 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. Other ad hoc duties such as administrative duties, as requested Qualifications Pharmaceutical industry knowledge with an understanding of medical terminology, pharmaceutical regulations and compliance required Customer Engagement and relationship management skills including conflict resolution, negotiation, problem solving and decision making essential, with frontline customer management experience desirable Report preparation and business analysis experience Familiarity with CRM systems or other access portals Understanding of supply chain management and HCP & patient support program 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 Excellent time management skills, analytical and data driven mindset with exceptional attention to detail Microsoft office and CRM management skills 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. 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. Additional Information AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives, serving our community and embracing diversity and inclusion. It is AbbVie’s policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because 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, status as a protected veteran, or any other legally protected group status. 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