Supervisor, Customer Service

Allergan; Austin (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

Allergan Aesthetics, an AbbVie company, seeks a Customer Experience Supervisor to lead a medium-sized CX team and drive excellence in all customer interactions. The role includes setting priorities, coaching staff, and ensuring compliance with internal and regulatory requirements.

The successful candidate will guide training, collaborate with trainers, and manage relationships with external agencies while fostering career growth within the team.

Qualifications

• 2–3 years’ experience leading people in a customer service or customer facing environment.
• Experience managing and executing continuous improvement projects.
• Effective communication skills (presentation, document writing, coaching people).
• Experience working with Microsoft Office, Outlook, Word, Excel and Power Point.
• SAP, CRM, or Business Systems experience preferred.
• Medical Device or Pharmaceutical experience strongly preferred.

Responsibilities

• Fosters the growth of individual team members by building strong relationships and works to build customer relationships by creating a positive customer experience.
• Sets performance goals, tracks and evaluates performance; coaches, develops and trains team.
• Creates bench strength and career progression opportunities for the team based on the CXR Career Blue Print.
• Ability to work and lead initiatives without day to day supervision.
• Able to prioritize and manage competing priorities to ensure deadlines are met.
• Attention to detail and follow-through on execution.
• Solves problems based on practice and precedent.
• Ability to take initiative and make independent and timely decisions.
• Excellent verbal and written communication skills.
• Collaborates with Trainers to continuously improve the Training Curriculum and Training experience.
• Collaborates with external temp/contingent agency as needed.
• Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills. Builds knowledge of the organization, processes and customers.
• The employee must conduct their work activities in compliance with all AbbVie internal requirements and with all applicable regulatory requirements.AbbVie internal requirements include compliance with ethics, environmental health and safety, financial, human resources, and general business policies, requirements and objectives.

Skills

People leadership

Customer service

Continuous improvement

Communication skills

Microsoft Office

SAP/CRM experience

Medical device/pharma experience

Education

University degree

Tools

Microsoft Office Suite

Outlook

Word

Excel

PowerPoint

Job description

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.

Job Description

The Customer Experience (CX) Supervisor has formal supervisory responsibilities; coordinates resources and sets daily priorities to meet operational objectives. The CX Sr Supervisor will be accountable for the results of a medium-sized customer experience team and will ensure that excellence is delivered during all internal and external customer interactions.

Responsibilities

• Fosters the growth of individual team members by building strong relationships and works to build customer relationships by creating a positive customer experience.
• Sets performance goals, tracks and evaluates performance; coaches, develops and trains team.
• Creates bench strength and career progression opportunities for the team based on the CXR Career Blue Print.
• Ability to work and lead initiatives without day to day supervision.
• Able to prioritize and manage competing priorities to ensure deadlines are met.
• Attention to detail and follow-through on execution.
• Solves problems based on practice and precedent.
• Ability to take initiative and make independent and timely decisions.
• Excellent verbal and written communication skills.
• Collaborates with Trainers to continuously improve the Training Curriculum and Training experience.
• Collaborates with external temp/contingent agency as needed.
• Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills. Builds knowledge of the organization, processes and customers.
• The employee must conduct their work activities in compliance with all AbbVie internal requirements and with all applicable regulatory requirements.AbbVie internal requirements include compliance with ethics, environmental health and safety, financial, human resources, and general business policies, requirements and objectives.

Key AbbVie Leadership 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.
• Demonstrates a “servant-leader” approach while bringing deep subject matter expertise.

Qualifications

• 2 –3 years’ experience leading people in a customer service or customer facing environment.
• Experience managing and executing continuous improvement projects.
• Effective communication skills (presentation, document writing, coaching people).
• Experience working with Microsoft Office, Outlook, Word, Excel and Power Point.
• SAP, CRM, or Business Systems experience preferred.
• Medical Device or Pharmaceutical experience strongly preferred.

Education

• University degree or equivalent combination of education and experience required. Typically requires 2-3 years’ experience.

Additional Information

• The compensation range described below is the range of possible base pay compensation that the Companybelieves ingood faith it will pay for this role at thetimeofthis posting based on the job grade for this position.Individualcompensation paid within this range will depend on many factors including geographiclocation,andwemayultimatelypaymore or less than the posted range. This range may bemodifiedin thefuture.
• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick),medical/dental/visioninsurance and 401(k) to eligibleemployees.
• This job is eligible toparticipatein our short-term incentiveprograms.

Note: No amount of payis considered to bewages or compensation until such amount is earned, vested, anddeterminable.Theamountandavailabilityof anybonus,commission, incentive, benefits, or any other form ofcompensation and benefitsthat are allocable to a particular employeeremainsin the Company'ssoleandabsolutediscretion unless and until paid andmay bemodifiedat the Company’s sole and absolute discretion, consistent withapplicable 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, visit 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