Customer Experience Representative II

About the role

Customer Experience Representatives (CXR) that support the Facial Aesthetics (FA) department receive emails from Health Care Providers, internal sales personnel, and administrative personnel to place orders and process credits for product returns for Allergan Aesthetics products.

CXRs serve as first-line representatives responsible for handling email inquiries, processing transactions, and act as subject matter experts as needed. Representatives are responsible for fax and/or email order processing and resolution of issues that may prevent orders from shipping, processing credit for product returns and product complaints. Under general supervision, CXRs process internal and external customer requests in a timely, accurate and professional manner. CXRs foster the growth of a strong customer base through creating positive interactions and building strong relationships.

Responsibilities

• Receive and answer 60-80 customer inquiries regarding product orders, order status, lot number research, physician certification, product returns, requests for credits, product search, and pricing and services offered.
• Ability to use critical thinking skills to resolve inquiries to meet service levels.
• Support additional projects and requests as needed.
• Partner with sales and other operational departments to provide exceptional customer service within designated service levels to complete order transactions and other informational call follow up.
• Deliver an excellent customer experience, while acting in a professional and courteous manner.

Requirements

The following listed requirements need to be met at a minimum level to be considered for the position:

• Experience working with MS Office.
• Attention to detail and ability to multitask.
• Effective communication skills.
• Associate Degree OR High School Diploma and equivalent relevant experience.

Key AbbVie Competencies

• Positive "all for one" approach to team deliverables and priorities.
• Builds strong relationship to enable higher performance.
• Learns fast, grasps the "essence" and can change course quickly where indicated.
• Raises the bar and is never satisfied with the status quo.
• Creates a learning environment and open to suggestions.

The below skills are attributes desired in the ideal candidate, however not mandatory.

• SAP, CRM, Salesforce, or Business Systems experience preferred.
• Medical Device or Pharmaceutical experience strongly preferred.

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 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.