Customer Experience Representative II

AbbVie Inc.; Austin (TX); On-site; USD 34,000 - 50,000; Full time

Benefits offered by this job

PTO, holidays, sick leave

Medical/Dental/Vision insurance

401(k)

Short-term incentive programs

Job summary

AbbVie Inc., Allergan Aesthetics, seeks a Customer Experience Representative to handle emails and calls, process orders, returns, and credits for FA products. You’ll be the first point of contact, ensuring timely, accurate responses and a positive customer experience.

The role requires strong MS Office skills, attention to detail, and excellent communication. An Associate Degree or high school diploma with relevant experience is acceptable; advanced systems knowledge like SAP/CRM/Salesforce is a

Qualifications

• Proven MS Office skills and detail orientation required.
• Excellent written and verbal communication for customer interactions.
• Experience with customer service processes and order handling is preferred.

Responsibilities

• Receive and answer 60-80 customer inquiries regarding product orders, status, research, certifications, returns, credits, product search and pricing.
• Use critical thinking to resolve inquiries and meet service levels.
• Support other projects and requests as needed.
• Collaborate with sales and operations to ensure timely order processing and follow-up.
• Provide an excellent customer experience in a professional and courteous manner.

Skills

MS Office

Attention to detail

Effective communication

Customer service

Multitask

Education

Associate Degree OR High School Diploma

Tools

SAP

CRM

Salesforce

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

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:

• 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.

Education

• Associate Degree OR High School Diploma and equivalent relevant experience.

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.

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