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Customer Service Representative, Allergan Aesthetics

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Markham, ON

  1. Allergan Aesthetics
  1. Full-time
R00130933
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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.
Allergan Aesthetics | An AbbVie Company


Job Description

  • The Customer Service Representative 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.
  • 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
  • Proactively communicate service offerings to customers
  • Actively contribute to Abbvie Ways We Work
  • Other tasks as required including but not limited cross training of various Customer Service roles

Qualifications

EDUCATION 

Must Have:

  • College Diploma/University Degree or Related Post-Secondary Education

PRIOR EXPERIENCE 

Must Have (min 1-3 years 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

Plus:

  • Experience in the pharmaceutical or medical aesthetics industry is a strong asset

CAPABILITIES / SKILLS 

Must Have:

  • 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

BEHAVIORS

Must Have:

  • 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

LANGUAGE PROFICIENCY

Must Have:

  • Fluent in English verbal and written
  • Fluent in French verbal and written preferred

OTHER REQUIREMENT

Must Have:

  • In office, three days a week
  • Participating in various after work team activities and events (approx. quarterly)

 


Additional Information

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

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