Customer Service Representative, Allergan Aesthetics

AbbVie; Markham; On-site; CAD 30,000 - 60,000; Full time

Job summary

AbbVie, through its Allergan Aesthetics division, seeks a Customer Service Representative in Markham. This role emphasizes high-quality customer interactions and requires strong communication skills and experience in managing customer inquiries, particularly in a fast-paced environment. Candidates should possess a relevant post-secondary education and a proactive approach to customer service standards.

Qualifications

• 1-3 years experience in customer service or contact centre.
• Fluent in English; French preferred.
• Excellent organizational skills and ability to prioritize.

Responsibilities

• Provide high quality service to customers and Sales Representatives.
• Handle incoming requests via phone/email, ensuring prompt resolution.
• Maintain customer relationships and coordinate with sales teams.

Skills

Attention to detail

Problem solving

Communication

Education

College Diploma/University Degree or Related Post-Secondary Education

Tools

SAP

Microsoft 365 Applications

Job description

Join to apply for the Customer Service Representative, Allergan Aesthetics role at AbbVie

Join to apply for the Customer Service Representative, Allergan Aesthetics role at AbbVie

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.

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

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Pharmaceutical Manufacturing and Biotechnology Research

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