JOB TITLE: CUSTOMER EXPERIENCE REPRESENTATIVE I

POSITION OVERVIEW
CXR I – Plastic Surgery & Regenerative Medicine Order Management Team

WHAT YOUR NEW MANAGER WANTS YOU TO KNOW:
“As a world-renowned medical device manufacturer, your Allergan Aesthetics team manager is looking for team players who are passionate about providing a first-in-class experience to our order-to-cash surgeons and healthcare organizations purchasing our breast implant and tissue products, and accessories, while being flexible to adapt to the fast paced, high energy, and ever-changing demands of the medical device industry. In return for your commitment, your manager offers an exciting opportunity to join a highly motivated team who champion a can-do attitude and teamwork mentality and celebrate each other’s individual as well as our team’s successes together! Additionally, your manager will work with you and guide you toward achieving your personal career goals within the team or business through continuous training, coaching, and learning opportunities that will help you build the skills and knowledge within your role to advance toward becoming a subject matter expert in PRM Order Management. If you are excited about providing the critical service our customers need and deserve while developing your skills and knowledge to grow your career, then we want to meet you!”

YOU ARE more than just a title, YOU ARE…

• A Mover & Shaker– You are the first line agent to our clients and are able to determine and manage their needs with ease using your communication and order management skills and knowledge of systems, products, and processes
• A Critical Thinker – You resolve issues that may prevent customers from receiving their orders when specified in a timely, accurate, and professional manner.
• A Relationship Builder – Consistently impressing your customers with accurate work, caring, personalized service that can dramatically increase their loyalty to our Allergan Aesthetics brand of products
  

YOU WILL:

• Handle a steady volume of calls or emails (40-80 per day), including, but not limited to: Placing new product orders via phone or email; Providing updates on existing orders, pricing, product info and material numbers, and delivery tracking details; Researching product serial/lot/catalog numbers; Processing high volume product returns and credit for returned goods; Confirming physician training certifications or compliance attestations; Documenting order escalations and complaints
• Maintain customer confidentiality and proprietary corporate information, for example, salary structure, personal performance reviews, customer information, contract details, products specifications, etc.
• Partner with our Sales Representatives and clients to provide a first-in-class “Raise the Bar” service experience within specified performance metric KPIs and AbbVie Ways We Work behaviors that are in line with department and business goals
• Provide our customers with a white glove, seamless experience using multiple business systems and knowledge resources to meet their needs and resolve any issues with a high degree of quality, accuracy, and professionalism
  

YOU BRING:

• At least one (1-2) years of customer service experience
• Customer centricity
• Strong Communication Skills both Written & Oral
• An all for one teamwork mentality
• Experience working with MS Office. SAP or ERP order management systems preferred
• The ability to multi-task with high attention to the details
• A drive for continuous learning & development
• Medical Device or Pharmaceutical experience preferred.
• High School Diploma

AbbVie is an equal opportunity employer including disability/vets. 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 disabled veteran, recently separated veteran, Armed Forces service medal veteran or active duty wartime or campaign badge veteran or a person’s relationship or association with a protected veteran, including spouses and other family members, or any other protected group status. We will take affirmative action to employ and advance in employment qualified minorities, women, individuals with a disability, disabled veterans, recently separated veterans, Armed Forces service medal veterans or active-duty wartime or campaign badge veterans. The Affirmative Action Plan is available for viewing in the Human Resources office during regular business hours.