Company Description
At Allergan Aesthetics, an AbbVie company, we develop, manufacture, and market a portfolio of leading aesthetics brands and products. Our aesthetics portfolio includes facial injectables, body contouring, plastics, skin care, and more. Our goal is to consistently provide our customers with innovation, education, exceptional service, and a commitment to excellence, all with a personal touch. For more information, visit Follow Allergan Aesthetics on LinkedIn.
Job Description
Eye Care Support: Manage direct to physician orders placed via phone, fax, email, sales rep, and resolution of issues that may prevent orders from shipping; Provide Field Sales support; Address a wide range of inquiries/requests, investigate, and resolve issues. Facilitate new account setup and account changes when necessary; Provisioning and navigation support for Allergan Direct online ordering for customers; Assist accounts with setting up their E-comm site; Process complaints, returns, and replacements; Provide Eye Care customer support. Under general supervision, Customer Service Representatives process customer and Field requests in a timely, accurate and professional manner. CSRs foster the growth of a strong customer base through creating positive interactions and building strong relationships to support customers and Field Sales.
Main Areas of Responsibilities
Receives and answers customer, patient, and field inquiries and requests regarding product orders, order status, serial/lot number research, product returns and replacements, requests for credit, literature and samples, pricing, account setup and changes, services and programs offered, navigation support for Allergan applications and e-commerce sites, first level technical support.
Responsible for fax and/or email order processing and resolution of issues that may prevent orders from shipping.
Triage calls to appropriate group
Partners with Allergan Sales Representatives and our clients to provide customer service in accordance with Allergan Customer Operations service levels to complete phone, email, and fax order transactions accurately within specifications.
Provides excellent customer service while acting in a professional and courteous manner at all times.
Collect demographic data and disposition for product, sample, and literature fulfillment
Proactively identifies areas of opportunity and presents them to team leadership.
Process product return and replacement requests.
Submits requests for credit, refunds, and price corrections, when required.
Completes follow-up informational calls, emails and/or case updates to customers and sales representatives within service level requirements.
Utilizes reports to monitor, track and ensure completion of work as needed.
Retain skills from previous Allergan teams, or cross train to assist other order management teams within Customer Operations to support Service Levels, as assigned.
Read, analyze, and interpret common product information, financial reports, and legal documents
Resolves issues and answers questions with highest degree of quality and accuracy in accordance with company vision and values. Ethically and responsibly complies with all company standards, guidelines, standard operating procedures, and all applicable laws.
Maintains confidential information including, but not limited to, proprietary corporate information, specifications of products, product information, customer information and personal performance.
Qualifications
1-3 years of Customer Service experience
Skill in demonstrating professional phone manner
Ability to communicate effectively, orally and in writing, with employees and all other internal/external contacts
Perform accurate and complete work, within deadlines, with or without direct supervision
Ability to effectively handle and lead multiple tasks/projects independently
Excellent organizational skills, attention to detail, and ability to prioritize
Experience working in a team-oriented, collaborative environment
Ability to learn and adapt to new technologies and changing processes
Experience working with Microsoft Office Suite
Ability to memorize key details regarding eligibility and qualifications for multiple programs
Preferred Skills/Qualification
The below skills are attributes that may not be mandatory but are desired in the ideal candidate.
SAP, or other ERP experience
Previous leadership roles or demonstrated ability to lead
Ability to take initiative and make decisions
Medical Device or Pharmaceutical experience Strongly preferred
Additional Information
Applicable only to applicants applying to a position in any location with pay disclosure requirements under state orlocal law:
The compensation range described below is the range of possible base pay compensation that the Companybelieves ingood faith it will pay for this role at the time of this posting based on the job grade for this position.Individualcompensation paid within this range will depend on many factors including geographic location, and wemay ultimatelypay 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/visioninsurance and 401(k) to eligible employees.
This job is eligible to participate in our short-term incentive programs.
Note: No amount of payis considered to bewages or compensation until such amount is earned, vested, anddeterminable.The amount and availability of any bonus, commission, incentive, benefits, or any other form ofcompensation and benefitsthat are allocable to a particular employee remains in the Company's sole and absolutediscretion unless and until paid andmay be modified at the Companys sole and absolute discretion, consistent withapplicable law.
AbbVie is committed to operating with integrity, driving innovation, transforming lives, serving our community and embracing diversity and inclusion. It is AbbVies 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.