Customer Service Representative, Allergan Aesthetics

Allergan; Markham; Hybrid; CAD 40,000 - 55,000; Full time

Job summary

A leading pharmaceuticals company in York Region is seeking a Customer Service Representative. This role requires three days of in-office presence and involves providing exceptional service to customers, managing orders, and serving as a Subject Matter Expert. Applicants should have experience with SAP and a customer-oriented mindset. This position offers opportunities for growth within an innovative environment committed to inclusivity and excellence.

Qualifications

• Advanced SAP experience – ECC/S4 Hana; navigate transactions, run/extract reports.
• Contact Centre experience with high call and email volumes.
• Technical savviness and comfort with multiple systems.

Responsibilities

• Provide high quality, professional day-to-day white-glove service to customers.
• Fulfill customer orders and support new accounts.
• Serve as Subject Matter Expert on multiple tasks.

Skills

Effective verbal and written communication

Attention to detail

Problem-solving

Excellent organizational skills

Polished presentation skills

Education

College Diploma/University Degree

Tools

SAP

Microsoft 365 Applications

Job description

Overview

This role is based out of our Markham office and requires an in-office presence of 3 fixed days per week: Tuesdays, Wednesdays, and Thursdays.

Responsibilities

• Provide high quality, professional day-to-day white-glove service to customers and Sales Representatives; manage requests/queries and build/nurture customer relationships
• Fulfill customer orders, support new accounts, assist the Sales Team with requests, and ensure adherence to customer service standards
• Account/Order Management – verify accounts and accurately process requests, orders, tracking, issues management and first call resolution where possible
• Address issues impacting customer experience and provide updates/follow-ups as required
• Assist with new hire onboarding, training, questions, and support
• Serve as Subject Matter Expert on multiple tasks; provide coaching/training recommendations to CSR and team leadership as needed
• Manage low-level escalations; attend/lead calls and meetings in support of Team or Sales
• Provide high-level support for key strategic accounts and high-touch customers
• Assist with developing team communications for new processes, procedures, and promotions
• Provide order management support across various customer service roles
• Deliver adhoc requests/reports to leadership as required
• Engage with Sales Leads and promote/register customers to the online ordering portal; support customers using the portal
• Maintain various emailboxes ensuring orders/requests are actioned promptly
• Document, resolve customer/sales/patient interactions, complaints and triage to appropriate department if needed
• Monitor SAP reports daily to ensure completion of sales orders/transactions
• Identify opportunities for process improvement and present to leadership
• Collaborate across teams to ensure task completion and maintain cross-functional relationships
• Outbound follow-up calls to customers as required
• Adhere to customer service standards, call quality, policies, procedures, and audit requirements
• Provide backup to meet audit requirements; support various customer service initiatives
• Contribute to AbbVie Ways We Work and cross-train in different Customer Service roles

Qualifications

Education

• College Diploma/University Degree or Related Post-Secondary Education

Prior Experience

• Advanced SAP Experience – ECC/S4 Hana; navigate transactions, run/extract reports
• Contact Centre experience with high call and email volumes
• Technical savviness and comfort with multiple systems
• Experience in a team-oriented, high-engagement environment
• Intermediate/Advanced Microsoft 365 Applications (Word, Excel, Outlook, Teams)
• Advanced knowledge of Allergan Direct
• Cross-trained across various Customer Service product roles
• Strong service orientation in customer service or professional services

Plus:

• Experience in the pharmaceutical or medical aesthetics industry is a strong asset

Capabilities / Skills

• Effective verbal and written communication with all levels of the organization
• Attention to detail and order accuracy
• Problem-solving, critical thinking, and logical reasoning
• Excellent organizational skills and ability to prioritize
• Polished presentation skills; project leadership and ownership
• Proposes/implements change to improve efficiency/effectiveness

Plus:

• Ability to manage up
• Troubleshoot, lead and escalate OTC related system issues

Behaviors

• Great pride in ensuring a positive overall customer/patient experience
• Ownership mindset with urgency in issue resolution
• Emotional intelligence, good judgment, composure under pressure
• Accountability for delivering on commitments; openness to feedback and coaching
• Role model/mentor to CSR; willingness to learn and mentor others
• Proactively support team projects; share best practices in meetings
• Identify solutions and drive improvements

Language Proficiency

• Fluent in English (verbal and written)
• Plus: Fluent in French (verbal and written)

Other Requirements

• In-office presence three days a week (Tuesday to Thursday)
• Participation in after-work team activities and events (approx. quarterly)
• Customer visits 1-2x per year

Additional Information

Why Allergan Aesthetics?

We believe in the work that we do and create products and technologies that advance aesthetic medicine. Our principles include making your practice our purpose, inclusivity, science at the core, creating what’s next, and connecting to patients.

AbbVie is an equal opportunity employer and is committed to equity, equality, diversity, and inclusion (EED&I). This includes valuing diverse perspectives, creating an inclusive culture, and treating all employees with dignity and respect.

US & Puerto Rico only – to learn more, visit: https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html

US & Puerto Rico applicants seeking reasonable accommodations: https://www.abbvie.com/join-us/reasonable-accommodations.html