Customer Experience Rep II

4 weeks ago


Austin Texas, United States Allergan Aesthetics Full time
Job Description

Eye Care Support: Manage direct to physician orders placed via phone, fax, email, sales rep, and resolution of issues that may prevent orders from shipping; Provide Field Sales support; Address a wide range of inquiries/requests, investigate, and resolve issues. Facilitate new account setup and account changes when necessary; Provisioning and navigation support for Allergan Direct online ordering for customers; Assist accounts with setting up their E-comm site; Process complaints, returns, and replacements; Provide Eye Care customer support. Under general supervision, Customer Service Representatives process customer and Field requests in a timely, accurate and professional manner. CSRs foster the growth of a strong customer base through creating positive interactions and building strong relationships to support customers and Field Sales.

Main Areas of Responsibilities

· Receives and answers customer, patient, and field inquiries and requests regarding product orders, order status, serial/lot number research, product returns and replacements, requests for credit, literature and samples, pricing, account setup and changes, services and programs offered, navigation support for Allergan applications and e-commerce sites, first level technical support.

· Responsible for fax and/or email order processing and resolution of issues that may prevent orders from shipping.

· Triage calls to appropriate group

· Partners with Allergan Sales Representatives and our clients to provide customer service in accordance with Allergan Customer Operations service levels to complete phone, email, and fax order transactions accurately within specifications.

· Provides excellent customer service while acting in a professional and courteous manner at all times.

· Collect demographic data and disposition for product, sample, and literature fulfillment

· Proactively identifies areas of opportunity and presents them to team leadership.

· Process product return and replacement requests.

· Submits requests for credit, refunds, and price corrections, when required.

· Completes follow-up informational calls, emails and/or case updates to customers and sales representatives within service level requirements.

· Utilizes reports to monitor, track and ensure completion of work as needed.

· Retain skills from previous Allergan teams, or cross train to assist other order management teams within Customer Operations to support Service Levels, as assigned.

· Read, analyze, and interpret common product information, financial reports, and legal documents

· Resolves issues and answers questions with highest degree of quality and accuracy in accordance with company vision and values. Ethically and responsibly complies with all company standards, guidelines, standard operating procedures, and all applicable laws.

· Maintains confidential information including, but not limited to, proprietary corporate information, specifications of products, product information, customer information and personal performance.



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