Customer Experience Lead (CXRIV) Customer Service Leads are responsible for staff training, team communications, staff auditing/performance, and assistance to the Supervisor/Manager with project management.  In addition, a lead will provide secondary support for inbound, and escalated inquiries processing transactions as needed.  Leads are responsible to assist in oversight of team member order processing, order auditing, and resolution of issues that may prevent orders from shipping.  In addition, leads may be required to work offsite and travel on a limited basis.  Under general supervision, processes customer requests related to product programs in a timely, accurate and professional manner. Fosters the growth and customer relationships by creating positive customer and team interactions and building strong relationships. The employee must conduct their work activities in compliance with all Allergan internal requirements and with all applicable regulatory requirements.  Allergan internal requirements include compliance with ethics, environmental health and safety, financial, human resources, and general business policies, requirements and objectives.

Main Area of Responsibilities:

• Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills.
• Fosters the growth of individual team members by building strong relationships and works to build customer relationships by creating a positive customer experience.
• Conducts coaching sessions covering specified areas such as use of computers and software, interpersonal skills, quality & process issues, and product knowledge.
• Confers with management, supervisors and employees to gain knowledge of work situations requiring ongoing training/continuing education, and to better understand ongoing changes in policies, procedures, regulations, business initiatives and technologies.
• Reports on employee’s progress and metrics, maintain records of performance.
• Identifies areas of opportunity for development of skills for career and personal growth.
• Provide coaching and performance feedback to CXRs by analyzing daily metrics and reports.
• Solves problems based on practice and precedent.
• Must conduct work activities in compliance with all Allergan internal requirements and with all applicable regulatory requirements.
• Allergan internal requirements include compliance with ethics, environmental health and safety, financial, human resources, and general business policies, requirements and objectives.