Customer Experience Rep I, Allergan Aesthetics

Full Time Position

Hourly Pay

Hybrid Schedule - 2 days in Austin, TX Office

Benefits: PTO, Paid Holidays, Sick Time, Medical/Dental/Vision, Matching 401k plan, and more!

AbbVie plc (NYSE: AGN) is a bold, global pharmaceutical company and a leader in a new industry model - Growth Pharma. AbbVie is focused on developing, manufacturing, and commercializing branded pharmaceuticals, device, biologic, surgical and regenerative medicine products for patients around the world.

AbbVie markets a portfolio of leading brands and best-in-class products for the central nervous system, eye care, medical aesthetics and dermatology, gastroenterology, women's health, urology, and anti-infective therapeutic categories. With commercial operations in approximately 100 countries, Allergan is committed to working with physicians, healthcare providers and patients to deliver innovative and meaningful treatments that help people around the world live longer, healthier lives every day.

AbbVie is a company that will inspire you to aim high with your ambition. Where you can build bridges all over the world. Where you can power ideas that drive change. And where you will act fast and drive results for customers and patients. Power your future & join our bold team.

Position Overview

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; Validate pricing eligibility and facilitate pricing setup; 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.

·   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.

Requirements

The following listed requirements need to be met at a minimum level to be considered for the job:

·       1-3 years of Customer Service experience

·      Ability to work a hybrid schedule - 2 days in Austin, TX office location 

·       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 Strongly preferred.

Education

·       Associate degree or High School Diploma and equivalent relevant experience.

AbbVie is an equal opportunity employer including disability/vets. 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 disabled veteran, recently separated veteran, Armed Forces service medal veteran or active duty wartime or campaign badge veteran or a person’s relationship or association with a protected veteran, including spouses and other family members, or any other protected group status. We will take affirmative action to employ and advance in employment qualified minorities, women, individuals with a disability, disabled veterans, recently separated veterans, Armed Forces service medal veterans or active-duty wartime or campaign badge veterans. The Affirmative Action Plan is available for viewing in the Human Resources office during regular business hours.

Salary : $42,100 - $53,300