JOB SUMMARY:

Fulfilling the role as telephone contact and interface with external & internal (sales teams) customers. Ensuring that all phone, fax and email orders are entered into SAP in accordance with set objectives. Liaising and following-up when appropriate with customers and transport companies, ensuring Allergan service meets customer expectations of prompt delivery times. Ensuring all administration tasks are completed in accordance with KPIs, resulting in excellence in customer satisfaction.

JOBS SUPERVISED

N/A

KEY DUTIES & RESPONSIBILITIES

Customer Enquiry Management – Telephone Customer Service

• Fulfill the role of first-line telephone contact and interface with external and internal (sales teams) customers.

• Ensure availability by required times to answer inbound calls promptly and in accordance with Team KPIs.

• Respond in a friendly, professional and customer-focused manner, ensuring First Call Resolution.

• Develop value-adding relationships with key customers.

• Ensure all customer enquiries are acted on appropriately and recorded in the system as required.

• Respond to all customer telephone enquiries on the day of receipt and follow-up where necessary and in a timely

manner.

• Advise customers of deals and promotions to optimise Allergan sales as well as encourage customers to sign up to our

online ordering portal Allergan Direct.

• Handle customer complaints and forward to appropriate departments for resolution as required.

Customer Enquiry Management – Email Customer Service

• Ensure all enquiries are actioned within 24 hours of receipt, providing thorough and accurate information.

• Ensure that all written communication is clear and any follow up is performed in a timely manner.

Order Processing

• Process all phone, fax and email orders into SAP and achieve a minimum order entry accuracy rate of 99%.

• Process all daily orders received by 5.00pm.

• Process all returns and credits within 2 days of receipt and liaise with Accounts Receivable as required.

• Liaise with warehouse staff as required

Order Follow up

• Liaise and follow-up when appropriate with transport companies, ensuring Allergan service meets customer

expectations of prompt delivery times.

• Provide proof of deliveries as required to help resolve outstanding accounts and delivery enquiries

• Advise customers of estimated delivery dates of backorders for all email orders. For telephone orders, customers

should be advised of any backorders at the time of order.

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Customer Service Support

• Provide customer service support to internal employees including sales representatives.

• Process Clinical Specialist and Account Manager orders into SAP including samples.

• Act as a conduit to field-based personnel for customer enquiries and requests.

• Communicate with the warehouse and customers where required on issues related to expired stock, including

responsibility for making decisions on approval or rejection of customer credits and escalating to manager where

required.

Administration / Reporting

• Perform other administration tasks as requested. These tasks may include but not be limited to:

• Allergan Direct Online Ordering

• SAP housekeeping of minor updates such as contact phone number, post code, shipping instructions

• Management of Blocked Orders

• Shipment Tracking

• Maintenance of Data Controlled Documents and tracking Excel spreadsheets as required

• Provide support to Snr Customer Excellence Manager.

Quality

• Report any adverse event within 24 hours as per Allergan Aesthetics’ (AA) policies and procedures

• Support AA’s Quality Management System and internal auditing processes.

Workplace Health & Safety

• Proactively participate in AA’s WHS programs, adhere to policies & promote a safe work environment at all times.

General

• Adhere to AA’s internal codes of conduct and compliance processes.

• JOB REQUIREMENTS

  Qualifications

  • Successful completion of Higher School Certificate.

  • Completion of tertiary qualifications viewed favourably.

  Skills and Abilities

  • Approximately 3 to 5 years’ experience working in a customer service role, ideally in a telephone-based role.

  • Experience working within the pharmaceutical or medical devices industries an advantage.

  • Professional verbal communication and telephony skills.

  • Ability to prioritise and work under pressure.

  • Complex decision making and problem-solving skills

  • A keen attention to detail and accuracy in relation to data input

  • Intermediate skills in Microsoft Word, Excel and Outlook.

  • Experience using SAP order entry modules an advantage.

  PROFESSIONAL SKILLS

  Customer Oriented - Embodies a customer-first philosophy to drive business results

  Decision Making - Uses available data and makes sound business decisions quickly in the best interest of Allergan

  Data Driven - Uses available structures, data, and analytics to formulate solutions

  Drive Execution - Focuses on results and motivates self and others to execute against commitments on time

  Build Relationships - Creates relationships and fosters impactful connections with colleagues / vendors

  THE ALLERGAN COMMITMENT

  Doing What is Right – Never jeopardize patient safety, product quality or compliance; always act with integrity

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  WAYS WE WORK

  All For One AbbVie; We weigh all decisions against the common good. We inspire, share and create as a team. We solve problems for all rather than serving our immediate team.

  Decide Smart & Sure; We make intelligent decisions to create the best outcomes. We act quickly, embrace experimentation, and learn what doesn’t work and get on to what does.

  Agile & Accountable; We streamline and eliminate unnecessary obstacles. We plan but adapt as we go. We delegate and make tough decisions to ensure focus on results, staying keenly aware of the urgency in all we do.

  Clear & Courageous; Open, honest, candid dialogue is core to our work and how we act with each other. We share information freely and continuously to find solutions. We admit mistakes. We grow stronger by putting the courage of our conviction to the test.

  Make Possibilities Real; We question with endless curiosity. We’re never satisfied with good enough—patients depend on us to deliver more. We challenge ourselves to find creative, constructive solutions to turn possibilities into reality.