Customer Experience Rep II

AbbVie; Texas; On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Paid time off

Insurance (medical/dental/vision)

401(k)

Short-term incentive programs

Job summary

AbbVie, Allergan Aesthetics, is seeking a dependable Customer Support Specialist II to handle email order processing and issue resolution for AbbVie customers and sales representatives. The role emphasizes teamwork, accurate communication, and timely shipment of orders, with Salesforce and SAP experience preferred.

Ideal candidates have 2–4 years in customer service, strong MS Office skills, and a commitment to delivering exceptional service in a collaborative environment.

Qualifications

• 2–4 years of Customer Service experience.
• Proficiency with MS Office Suite.
• Preferred experience with Salesforce and SAP.
• Ability to work in a collaborative, team-oriented environment.
• Strong written and verbal communication skills.

Responsibilities

• Address customer inquiries, requests, and issues promptly and professionally.
• Investigate and follow up on customer requests and complaints; triage emails and resolve issues.
• Provide accurate answers adhering to policy and guidelines.
• Manage the order inbox and process orders via multiple channels; ensure timely shipment.
• Work independently and as part of a team; communicate effectively with stakeholders.
• Listen to customer needs and respond appropriately; resolve issues with critical thinking.

Skills

Customer service

Communication

Teamwork

Problem solving

Attention to detail

Education

High School Diploma

Bachelor's Degree preferred

Tools

Salesforce

SAP

MS Office

Job description

About AbbVie

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, https://global.allerganaesthetics.com/. Follow Allergan Aesthetics on LinkedIn.

Customer Support Specialist II
We are in search of a dependable customer service specialist who excels in a collaborative work setting. Our ideal candidate should have a positive outlook and a firm commitment to providing top-notch customer service to both Abbvie customers and sales representatives. This position requires innovative thinking and teamwork with other customer operations professionals to develop innovative solutions for customer issues. Representatives are responsible for email order processing and resolution of issues that may prevent orders from shipping.

Key Duties and Responsibilities:

• Address customer inquiries, requests, and issues promptly and professionally.
• Investigate and follow up on customer requests and complaints, triaging emails and resolving issues in a timely manner, processing returns, credits, and rebills as appropriate.
• Provide accurate and high-quality answers to customer questions, adhering to company policy and guidelines.
• Deliver exceptional customer service in a courteous and professional manner.
• Manage the order inbox and manage orders received through various channels.
• Work effectively both independently and collaboratively within a team.
• Listen attentively to customer needs and questions, responding appropriately.
• Responsible for managing open orders daily and ensuring timely shipment of orders.
• Ability to use critical thinking skills to resolve customer issues and needs effectively.

• 2-4 years of Customer Service
• Preferred experience with Salesforce and SAP
• Experience working in a team-oriented, collaborative environment
• Proficiency in MS Office Suite
• High School Diploma (Bachelor's Degree preferred)

Skills and Abilities:

• Goal-oriented with a positive and curious outlook.
• Exceptional attention to detail and capability to handle multiple tasks and meet deadlines.
• Excellent written and oral communication skills.
• Exceptional organizational skills and the ability to prioritize effectively.
• Proficient problem solver with the ability to make quality decisions.

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 employer 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.

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, https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html

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