Order Management Specialist

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 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.

Employment type
Full-time

Work arrangement
Hybrid