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Customer Service Rep IV

2 months ago

Austin, Texas, United States AbbVie Full time

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 Follow Allergan Aesthetics on LinkedIn.
Job Description

Envision working with energetic colleagues and inspirational leaders. Now, place yourself in that mix; leading discussions, asking the right questions and driving results. All while wearing jeans to work

Customer Experience Representative IV Plastics & Regenerative Medicine

WHAT YOUR NEW MANAGER WANTS YOU TO KNOW:

We are looking for team players who are enthusiastic about providing world class customer service while quickly adapting to our ever-changing Medical Device industry. Supporting Allergans Medical Device customers and salesforce creates an exciting opportunity for growth and experience in an industry leaders products. If you are passionate about providing the critical service our customers need and deserve, please submit your resume. I look forward to discussing your future with Allergan.

Sincerely, Aethetics Customer Experience Manager

YOU ARE more than just a title, YOU ARE

A Mover and Shaker You are the first line of support for our representatives responsible for handling inbound/outbound communication and inquiries, processing transactions, and act as a subject matter expert.A Critical Thinker You are responsible for driving resolution of issues that may prevent orders from shipping and processing customer requests in a timely, accurate, and professional manner.A Relationship Builder You foster the growth of a strong customer base through creating positive interactions.

YOU WILL:

Be a leader. Demonstrate integrity and empathy, leading by example, motivate and guide everyone toward a shared vision and business goals and objectives, while inspiring confidence in others and maintaining credibility through honesty and dependability.Provide back-up phone support to the team in the handling of calls per day, including placing orders; checking order status; serial/lot/catalog number research; product search; physician certification; pricing and services offered; delivery status.Be a Subject Matter Expert assist team members, sales reps, and customers with complex questions or circumstances and manage time sensitive or time consuming, research driven escalations.Provide 1:1 coaching and feedback to agents for training, error resolution, and process improvement.Participate in New Hire Training and Continuous Education for all of Customer Care.Process Improvement and Project leadership for existing and new processes. Create team communications and/or work instructions for these changes. Taking ownership and driving projects to completion.Maintain confidentiality. Maintains proprietary corporate information, specifications of products, product information, customer information and personal performance.Build bridges. Partner with Allergan Sales Representatives and clients to provide exceptional customer experience within designated Service Levels to complete order transactions and other informational follow upProvide white glove customer service. Provide our customers with a seamless, positive experience no matter the need. Resolves issues and answers questions with the highest degree of quality and accuracy. ManageManage performance reports. Run and analyze daily, weekly and monthly performance report.
Qualifications
At least 2-3 years of customer service experienceExperience training, coaching and leading teamsMS Office skills (Excel skills a must) and SAP and/or other ERP system experience preferredAttention to detail and the ability to multitaskContinuous improvement experience preferredMedical Device or Pharmaceutical experience preferredHigh School DiplomaALLERGAN LEADERSHIP SKILLS:

For this role, were looking for a team leader who has:

Excellent Written and Verbal Communication SkillsProblem Solving & Decision Making SkillsOrganization SkillsTime Management SkillsDemonstrates Empathy & IntegrityInspire and motivate others toward a vision by supporting business goals and objectivesBuilds relationships through respect and engagement with othersA Talent Magnet: The best leaders are brand ambassadors and have an eye out for great talent to join our family. All Allergan colleagues are an extension of our recruiting team, building bridges for the best people to grow our company.

WE WILL GIVE YOU THE ALLERGAN EDGE:

At Allergan, we define the Allergan edge, as something that sets us apart, gives us an advantage and strengthens us to be better for our customers, patients, investors and each other. Our 'edge' is our colleagues, and we are committed to making Allergan the best place for them to work and achieve career goals.

How do we do this? We Engage, Develop, and Reward our colleagues.

Engage. From Day 1. You are a bold leader who wants to make an impact. We listen to your ideas and your questions, so we can be even better at what we do.Develop. Learn every day, build new skills every day. We prioritize development, so our leaders are always ready for the next challenge and opportunity. Reward. Exceptional performance creates exceptional opportunities and rewards. Financial awards and incentives are just a part of this - we invest in our people; celebrate successes through recognition programs; promote healthy lifestyles and work-life balance. We offer amazing benefits most of which start on your 1st day at work (Medical, Dental, Vision, 401k company match up to 8%, Tuition Reimbursement, and much more)
Additional Information

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

The compensation range described below is the range of possible base pay compensation that the Company believes ingood faith it will pay for this role at the time of this posting based on the job grade for this position. Individualcompensation paid within this range will depend on many factors including geographic location, and we may ultimatelypay 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/visioninsurance and 401(k) to eligible employees. This job is eligible to participate in our short-term incentive programs. Note: No amount of payis a considered to bewages 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 benefitsthat are allocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid andmay be modified at the Companys sole and absolute discretion, consistent with applicable law. AbbVie is committed to operating with integrity, driving innovation, transforming lives, serving our community and embracing diversity and inclusion. It is AbbVies 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.