Bilingual Customer Service Supervisor, Allergan Aesthetics

Allergan Esthétique, une société d’AbbVie, met au point, fabrique et commercialise une gamme de marques et de produits phares du domaine de l’esthétique, y compris des produits de comblement facial injectables, le remodelage du corps, la chirurgie plastique, les soins de la peau et plus encore. Son objectif est d’offrir à ses clients des solutions novatrices, de l’information, un service exceptionnel et un engagement à l’égard de l’excellence, le tout avec une touche personnelle. Pour en savoir plus, visitez le global.allerganaesthetics.com/. Suivez Allergan Esthétique sur LinkedIn.

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 Customer Service Supervisor is a full-time permanent position based in AbbVie’s Markham Head Office, reporting to the Head of Trade, Pricing & Customer Service.

This position will be responsible for supervising a team of CSR’s, in providing day-to-day customer service support for our external customers, as well as internal cross-functional partners. The ideal candidate will lead a CSR team to manage order requests, investigate queries, provide end-to-end order support while fostering exceptional customer experience. 

The Customer Service Supervisor will also support in the creation/maintenance of relevant SOP, work process documents; KPI dashboard design, tracking; onboarding training; ad-hoc promotional system set-up and order support; online orders/account set-up; as well as processing returns, samples, training products.

RESPONSIBILITIES

• Manage team of CSR’s to provide general customer service support for external customers and internal cross-functional partners
• Supervise and/or directly process order requests, handle inquiries, investigate order blocks, ensure outstanding order cases are resolved in a timely manner
• Evaluate existing procedures/systems, to identify process improvement opportunities
• Identify and support product up-sell opportunities
• Liasing with cross functional partners, including Sales, Supply, Accounts Receivable, warehouse…etc., to resolve order issues in a timely manner
• Support ad-hoc SAP report requests
• Daily SAP order monitoring, including open orders through to invoicing and delivery
• Resolve various SAP order blocks, errors and releases, including returns management
• Leading and supporting team towards increased online ordering portal utilization
• Drive clarity & improvements on work processes, support the creation/maintenance of relevant SOP’s and work process documents
• Determine KPI metrics for on-going measuring, design & implement dashboards to support continuous/automated monitoring
• Professionally handle incoming phone calls and email requests from customers/Sales Representatives, when required, to ensure requests are resolved promptly
• Complete follow-up calls, emails and/or updates to customers, sales representatives
• Receive, document, and resolve customer/sales/end-users interactions, complaints and triage to appropriate department if further support or guidance is required
• First level escalation support
• Maintain on-going partnership with Customer Service managers, co-leading weekly Team meetings and providing monthly performance reporting
• Provide key updates communication to broader organization as required
• One-to-one on-boarding/training/coaching with direct reports
• Adhere to customer service standards, call quality, and all internal policies
• Any other Customer Service tasks as required

• Fluency in English and French
• University Degree/College Diploma; Postgraduate Degree preferred
• Min. of 5 years of relevant experience in a customer service/call centre environment
• Knowledge and experience with SAP a must – ECC, Order to Cash or comparable order management systems
• Experience in the pharmaceutical/medical aesthetics industry is a strong asset
• Building Strategic Work Relationships: Able to foster cross functional collaboration to drive win-win, demonstrates high interrelation, consultative, social skills, interacts internally and externally, able to lead and influence, has a solutions-oriented team-player mindset
• Project Management: self-starter who can propose new ideas, organize project in a structured manner, map key project milestones and timing, define roles & responsibilities, and demonstrates a proactive drive to ensure projects are completed in a timely manner
• Can-Do Positive Attitude: self-aware of impacts on others, present genuine self to form positive/effective work relationships, magnifies diversity of markets, people and perspectives to drive mutually beneficial business outcomes in an open, optimistic and inclusive manner
• Exceptional attention to details with a sense of urgency and customer centricity
• Occasional business travel may be required

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.

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