Customer Service Representative (Bilingual EN/FR) , Allergan Aesthetics

Joining Allergan Aesthetics (AA), an AbbVie company means you will be part of a team of outstanding professionals dedicated to making a remarkable impact on patients’ lives. AA exists to empower confidence for consumers and customers, creating products and technologies that drive the advancement of aesthetic medicine. We believe in the power of shaping your own life, your own business, your own look – and we continue to evolve our business around the needs of those we serve. United by our shared belief in what we do and a commitment to doing what is right, we bring our best every day to empower confidence.  

The Bilingual (EN/FR) Customer Service Representative (CSR) will be responsible for providing high quality, professional day-to-day service to customers and Sales Representatives. The ideal candidate will manage requests/queries and provide support with an emphasis on building and nurturing customer relationships. This position fulfills customer orders, provides support for new accounts, assists the Sales Team with requests, as well as ensures adherence to customer service standards. 

This role is based out of our Markham office, and requires an in-office presence of 3 days per week. 

Key Responsibilities:

• Professionally handle incoming phone/email requests from customers/Sales Representatives to ensure that requests are resolved promptly and thoroughly. 
• Maintain a positive, empathetic, and professional attitude towards customers and Sales Representatives at all times. 
• Account/Order Management – specialized, dedicated service, includes account verification along with accurately processing customer requests, orders, tracking, issues management and first call resolution wherever possible. 
• Promoting and registering our customers to our online ordering portal with an emphasis on utilization.
• Provide support for new customers and customers using our online ordering portal.
• Maintenance of various e-mailboxes ensuring orders and requests are actioned promptly.
• Complete follow-up calls, emails and/or updates to customers, sales representatives.
• CSR will receive, document, and resolve customer/sales/patient interactions, complaints and triage to appropriate department if further support or guidance is required.
• Responsible for daily monitoring of various SAP reports, including sales orders/transactions to ensure completion.
• Proactively identify opportunities for process improvement and presents them to leadership team.
• Successfully develop, collaborate, and maintain cross functional relationships with other teams to ensure task completion.
• Adhere to customer service standards, call quality, policies, and procedures.
• Actively contribute to Abbvie Ways We Work.
• Other tasks as required including but not limited to cross training of various Customer Service roles. 

 Education/ Experience Required:

• College Diploma/University Degree or Related Post-Secondary Education. 
• 1-3 years of related experience. 
• Knowledge and experience with SAP – ECC/S4 Hana, Order to Cash or comparable order management systems.
• Contact Centre experience with high call and email volumes.
• Technical savviness and comfort navigating through multiple systems.
• Experience working in a team-oriented, high team engagement and collaborative environment.
• Experience with various Microsoft 365 Applications (Word, Excel, Outlook, Teams, etc.)
• Experience working in a team-oriented, high team engagement and collaborative environment is a must.
• Strong service orientation and experience in customer service or professional services environment.
• Experience in the pharmaceutical or medical aesthetics industry is a strong asset.

Competencies/Skills: 

• Fluent in English and French both verbal and written.
• Ability to communicate professionally and effectively, verbally and in writing.
• Attention to detail/order accuracy.
• Problem solving, critical thinking and logical reasoning.
• Excellent organizational skills and ability to prioritize.
• Great pride in ensuring positive overall customer/patient experience.
• Sense of ownership and ability to deal with issues with a sense of urgency.
• Emotional intelligence, good judgment, composure under pressure.
• Takes personal responsibility for delivering on commitments and promises and closing off issues.
• Seeks feedback to improve and is open minded about being coached or mentored.
• Participating in various after work team activities and events.

Why Allergan Aesthetics? 

We believe in the work that we do and together we create the products and technologies that drive the advancement of aesthetic medicine. Our principles are shaped to empower us to deliver on that promise: 

• Making your practice our purpose (YPOP) 

• Inclusive of all people 

• Putting science at the core 

• Creating what’s next 

• Connecting to patients. 

We show up every day, energized by the chance to make a real difference in people’s lives. So, every day is one that counts. Aligning your interests with our imperatives as a business, you always have opportunities to step up and reach higher. So, we foster an inclusive, supportive environment where you’re empowered to ask questions, think big and build on each other's best ideas. 

Voted as a Great Place to Work consecutively, and around the globe, we pride ourselves in providing our employees with the flexibility to ensure a healthy work-life balance. We take our impact on the environment and society seriously, so we focus on ‘giving back’ regularly. We are committed to equity, equality, diversity, and inclusion (EED&I) - it is fundamental to who we are, and it is just how we “do good business.” This includes valuing diverse perspectives, creating an inclusive culture and treating all employees with dignity and respect. 

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives, serving our community and embracing diversity and inclusion.  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 protected veteran, or any other legally protected group status.

US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html 

US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:

https://www.abbvie.com/join-us/reasonable-accommodations.html