Company Description

At Allergan Aesthetics, an AbbVie company, we develop, manufacture, and market a portfolio of leading aesthetics brands and products. Our aesthetics portfolio includes facial injectables, body contouring, plastics, skin care, and more. Our goal is to consistently provide our customers with innovation, education, exceptional service, and a commitment to excellence, all with a personal touch. For more information, visit https://global.allerganaesthetics.com/. Follow Allergan Aesthetics on LinkedIn.

Job Description

Purpose

The Customer Experience Rep IV is responsible for coordinating service-based shipping logistics as well as scheduling onsite field service activities for Allergan-AbbVie Aesthetics medical Devices: CoolSculpting, CoolSculpting Elite, CoolTone, Diamond Glow, and Resonic. They process Service Notifications for return/replacements, swaps, and repairs. Regularly interacts with customers to assist in scheduling service visits for system deliveries/swaps and does quotes/payments for out of warranty service. The CXR IV works closely with cross functional teams including Product Support, Service Depot, Receiving, Field Service Eng. Team, Finance, Warehouse and Logistics Supply teams to ensure our customers are up and running as soon as possible.

Responsibilities

Process product complaints for current Aesthetics Medical Devices; CoolSculpting COM1/Elite, CoolTone, Diamond Glow, and Resonic that are transferred from the Product Support Team via email and SAP system.
Collaborate cross-functionally with internal/external teams for the replacement, repair and return of products in the required time frame. Including unit swap coordination with 3rd party transportation company for U.S., Puerto Rico & Canada. Issue return labels as needed.
Coordinate and dispatch Field Service Engineers (In-house & 3rd party) along with required parts to ensure successful field repairs and accurate return of defective material for U.S., Puerto Rico & Canada
Process A La Carte Return/reimbursement in MOXIE and SAP.
Process Supply request and Comp Cycle requests.
Confirm warranty & Service Contract coverage for all repairs and replacement. Follow up on open cases until repair/swap has been resolved.
Collaborate with Credentialing and Finance Depts. to resolve order blocks.
Responsible for performing all duties in compliance with FDA’s Quality System Regulation (QSR), ISO13485, the Canadian Medical Device Regulations, and all other international regulatory requirements with which Allergan complies.
Complete all required training to be able to function in various aspects of the position, including Customer Service roles.
QA Mgmt. System - Create case investigation and upload 3rd Party Technician's FSR. Also, update Related Product for non-return product status.
Run daily/weekly reports to manage own workflow of customer complaints. Follow up on backorders with K&N and Logistic planners.

Qualifications

Associate degree Required or 2 years relative experience.
Knowledge of SAP, Salesforce, and Quality Mgmt. System a plus.
Proficiency in the use of Excel, Microsoft Windows & Outlook applications highly recommended.
Ability to create and use basic statistical tools in excel to monitor workflow.
Exceptional written, verbal communication and time management skills. Proven ability to complete tasks and assignments on time.
Must be detail oriented and quality focused.
Ability to thrive in a fast-paced team environment.

Additional Information

Applicable only to applicants applying to a position in any location with pay disclosure requirements understate or local law:

The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future.
We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick),medical/dental/vision insurance and 401(k) to eligible employees.
This job is eligible to participate in our short-term incentive programs.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company’s sole and absolute discretion, consistent with applicable law.

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community.  Equal Opportunity Employer/Veterans/Disabled.

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