Order Management Specialist

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.

Order Management Specialist | 12 month Max Term Contract At AbbVie, we are committed to discovering and delivering innovative medicines that solve serious health issues and improve lives. We're looking for an Order Management Specialist to join our Sydney team and play a critical role in ensuring patients across Australia receive access to life-changing therapies. This is far more than a traditional customer service role. You'll own the end-to-end order management process for Australia's leading pharmaceutical wholesalers and healthcare customers, working at the intersection of customer operations, supply chain, commercial teams and patient care. This is an excellent opportunity for someone with customer service, administration, sales support, logistics coordination or operations experience who is looking to develop their career within the pharmaceutical industry. KEY DUTIES AND RESPONSIBILITES Own end-to-end order management for key wholesale and retail accounts using SAP and the Order to Cash (OTC) process — including order entry, validation, shipment tracking, sales recognition, and reporting across EDI, email, fax, and controlled drug order types Manage Salesforce case management, ensuring priority cases are resolved within agreed SLA/KPI metrics Resolve customer inquiries related to shipping, pricing discrepancies, product returns, and credit processing with speed and accuracy Oversee equipment procurement, delivery, and maintenance coordination to support hospital patient care requirements Analyse order and return data through customer scorecards and KPIs to identify trends and drive continuous improvement Lead and participate in process improvement initiatives, leveraging analytics to enhance efficiency and customer satisfaction Collaborate cross-functionally with sales, supply chain, finance, and quality to optimise orders, returns, and new product launches Act as Subject Matter Expert and On-the-Job Trainer (OJT) for customer service policies including orders, returns, and support services Drive AbbVie project initiatives including customer/product divestiture, discontinued products, and pipeline management 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. Other ad hoc duties, as requested.

Experience in customer service, order management, or a related operations role Organised and detail-orientated Comfortable working with systems and learning new technology Experience with SAP (SD module preferred) and Order to Cash (OTC) processes preferred, but not essential Proficiency in CRM systems (Salesforce preferred) and MS Office 365 preferred, but not essential Strong analytical and problem-solving skills, including root cause analysis Excellent written and verbal communication, active listening, and stakeholder management skills Ability to work independently and cross-functionally, including with executive-level stakeholders Some experience in the pharmaceutical, life sciences, FMCG, or healthcare industry or study at a university level in Life Sciences or related fields Experience with SharePoint, reporting tools, or process automation Flexibility and Availability : In