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About AbbVie

AbbVie’s mission is to discover and deliver innovative medicines that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people’s lives across several key therapeutic areas: immunology, oncology, neuroscience, eye care, virology, women’s health and gastroenterology, in addition to products and services across its Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at Follow @abbvie on Twitter, Facebook, Instagram, YouTube and LinkedIn.

Customer Service Representative

Dublin, Leinster, Ireland Req ID 2205005 Category Supply Chain & Materials Management Division AbbVie

Want to make a global impact? We offer that.

Want to be part of a Great Place to Work in Ireland? We offer that too.

Welcome to AbbVie!

We are a global, research-based biopharmaceutical company that combines the focus and passion of leading-edge biotech with the expertise and capability of an established pharmaceutical leader. Redefining what is possible is our business and our passion. Our goal is to help patients live healthier lives and we are proud to be a Great Place to Work.

We are now recruiting a CoolSculpting Customer Service Representative to join our diverse CoolSculpting Service team in Earlsfort Terrace, Dublin. This role is key to the CoolSculpting business, providing the link between the Customer support team and the Field service engineers to enable AbbVie provide our CoolSculpting customers with a best-in-Class Service Support model.

Are you intrigued? Do want to learn more?

A snapshot of your key responsibilities as a CoolSculpting Customer Service Representative would be

  • Service - Management of Service records, Service Calls, updates to customer equipment cards in rele-vant systems (SFDC/SAP/Service Master Schedule)
  • Warranty - Management of Warranty claims, warranty renewals, updated to warranty in relevant systems (SFDC/SAP)
  • Service Parts – Booking and ensuring dispatch of service repair parts for customers and service calls, replenishment of field service parts for engineers in SAP 
  • Replacement – Process replacement/loaner orders in SAP.  Liaise with sales team and distribution for the delivery of the product as requested by the FSE or Product support analyst 
  • Returns – Managing the physical return of faulty parts/equipment for investigation as well as the return process in SAP
  • Cycle Reimbursement- analyse lost cycle requests and process cycle reimbursement orders 
  • Managing availability, bookings, location of Field Service team in the Master Schedule 
  •  Assisting with the scheduling (Date/Time/Action) of Field Service visits and escalations
  • Confirming of site visits with Customer, Customer Support and Field Service team
  • Managing requests for, and acknowledgement of system logs from Customer sites, passing for review by Engineers
  • Providing Level 1 Product Support as required (Phone support)

So, what do you need to do this role?

Education & Experience

  • Experience in managing schedules, teams, customers and logistics
  • Experience of working within Customer Service and Supply Chain teams. 
  • Experience with KPI’s, metrics and dashboards  
  • Experience working across different technology platforms (SAP, SFDC, Excel) 
  • Strong customer service orientation and passion on achieving business and service objectives
  • Regional experience preferred. 
  • Customer satisfaction focused 
  • Experience in SAP or equivalent system

So, are you ready to join our team?

It’s important to remember, AbbVie is an Equal Employment Opportunity Employer; we value bringing together individuals from diverse backgrounds to develop innovative solutions for patients and being part of an inclusive work environment.

Travel: No
Job Type: Experienced
Schedule: Full-time

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