This entry-level Customer Operations role serves as the central point of contact for Key Account creation, maintenance, research, and issue resolution. The Credentialing Specialist provides white-glove support for high-value, strategic accounts and helps ensure a seamless, accurate, and compliant customer experience. This position also supports continuous improvement efforts and contributes to career development within the team.

Main Areas of Responsibilities

• Manage end-to-end account set-up, maintenance, and complex change requests for Key Accounts.
• Perform structural updates, investigate account discrepancies, and resolve issues that may prevent account creation or maintenance.
• Handle internal and external customer inquiries and complete assigned work through NiC and Moxie within quality and productivity standards.
• Conduct account analyses, research issues, and initiate SNOW tickets for master data changes as needed.
• Execute required verification and compliance checks to help protect against potential fraud and ensure adherence to Customer Master Data Governance standards.
• Maintain proactive oversight of licensing, financial responsibility, and customer registration information for new and existing accounts.
• Partner with cross-functional teams, including Sales and internal stakeholders, to support timely and accurate resolution of customer needs.
• Provide clear, professional communication to customers and stakeholders through phone, email, and case updates.
• Monitor work queues and reprioritize tasks to meet service level expectations in a dynamic environment.
• Audit customer data to ensure consistency, accuracy, and compliance.
• Identify process improvement opportunities and present recommendations to team leadership.
• Support team development through knowledge sharing, professionalism, and collaboration with peers.

Complexity / Impact on Business

This role supports high-revenue, highly visible Aesthetics Key Accounts that represent a significant portion of the business. Work often involves complex account structures, ambiguous scenarios, and time-sensitive issues that require accurate, compliant decisions. Strong performance directly affects customer experience, operational efficiency, and the integrity of Key Account data.

 

The following minimum qualifications are required to be considered for the role:

• Associate degree or high school diploma and equivalent relevant experience
• 3+ years of relevant experience
• Strong knowledge of account setup, maintenance, and issue resolution processes for complex Key Accounts
• Proficiency in CRM systems, SAP, Salesforce, NICE, and Microsoft Office tools, especially Excel
• Working knowledge of policy-driven decision-making, compliance requirements, and downstream impacts across varied business models
• Experience working in a team-oriented, collaborative environment
• Skill in demonstrating professional phone manner
• Ability to learn and adapt to new technologies and changing processes
• Excellent organizational skills and ability to prioritize
• Ability to take initiative and make decisions
• Ability to effectively handle and lead multiple tasks/projects independently
• Ability to perform accurate and complete work within deadlines, with or without direct supervision

Ability

• Able to work independently in a dynamic environment and respond with urgency to changing priorities
• Strong analytical, organizational, and problem-solving skills with attention to detail and sound judgment
• Comfortable adapting to varying customer models and using probing questions to uncover root causes
• Able to manage ambiguity while maintaining professionalism and compliance

Supervision / Influence

Works with guidance from supervisors and managers while taking ownership of assigned tasks. Influences outcomes through collaboration with cross-functional partners and clear communication with stakeholders. Also contributes to team development through professionalism, knowledge sharing, and support for peers.

 

Significant Work Activities

• Continuous sitting for prolonged periods, more than 2 consecutive hours in an 8-hour day

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law: ​

• The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at  the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors  including  geographic location, and we may ultimately  pay more or less than the posted range. This range may be  modified in the future. ​

• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.​

• This job is eligible to  participate in our short-term incentive programs.  Note: No amount of pay is  considered to be wages or compensation until such amount is earned,  vested,  and determinable. The amount and availability of  any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a   particular employee  remains in the Company's sole and absolute discretion unless and until paid and may be  modified at the Company’s sole and absolute discretion,  consistent with applicable law. 

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. 

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