Team Lead, Customer Service

AbbVie; Austin (TX); On-site; USD 33,000 - 59,000; Full time

Job summary

AbbVie in the US Specialty Eye Care division seeks a Team Lead/Project Specialist for Botox TX. The role requires delivering exceptional customer service, guiding a team, and collaborating across departments to resolve complex requests.

You will manage escalations, monitor queues, lead special projects, generate reports, and maintain knowledge bases while upholding confidentiality and a strong service mindset.

Qualifications

• Minimum 4 years of Customer Service or sales support experience.
• Experience leading a team or in a team-lead capacity.
• SAP experience required; MS Office proficiency required.

Responsibilities

• Act as the primary point of contact for the team and handle escalations.
• Monitor queues (returns, inquiries, emails, calls) and direct staff as needed.
• Collaborate with Manager and other departments for timely escalation.
• Lead special projects assigned by management.
• Generate ad hoc reports and perform data analysis.
• Review metrics and provide reports to Manager.
• Maintain Salesforce Knowledge Articles with Training & Quality teams.
• Share best practices and provide feedback to teammates.
• Manage end-to-end processing of daily open orders.
• Maintain confidentiality of performance information.
• Support quarterly consignment audits.

Skills

Leadership experience

Customer service

Analytical skills

Communication skills

Education

High School Diploma

Bachelor's degree preferred

Tools

SAP

MS Office

Job description

• Compensation: USD 23.8 - USD 43 - hourly

Company 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 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

Team Lead/ Project Specialist Botox Tx, US Specialty, Eye Care

We are seeking a highly experienced subject matter expert and team point of contact who is committed to delivering exceptional customer service to Abbvie customers and sales representatives. As a key member of our dynamic team, you will need to pivot for the business need and be flexible in handling multiple types of requests and tasks. Your role will require creativity and effective collaboration with various individuals in customer operations to find innovative solutions for complex customer challenges.

Sincerely, Customer Service Supervisor

Key Duties and Responsibilities:

• Act as the primary point of contact for the team, handling all escalations prior to Supervisor and Manager involvement.
• Monitor incoming returns, inquiries, and email and phone queues, directing staff as necessary.
• Collaborate with Manager and other departments for timely issue escalation, when needed.
• Take the lead on special projects assigned by management.
• Generate ad hoc reports and perform data analysis as required.
• Read, analyze, and interpret team and individual metrics, providing reports to the Manager as necessary.
• Act as a subject matter expert for respective businesses and processes, working with the Training & Quality team to maintain Salesforce Knowledge Articles.
• Share best practices with team members and be open to giving and receiving feedback.
• Ability to work under pressure and handle multiple tasks simultaneously.
• Provide assistance and support to team members via multiple channels of communication.
• Manage the end-to-end processing of daily open orders with full accountability.
• Demonstrate a passion for delivering exceptional service every day, setting an example for the team.
• Maintain confidentiality regarding the performance of others, individual performance, work-related issues.
• Perform and support quarterly consignment audits.

Qualifications

• Previous leadership experience or demonstrated ability to lead.
• Minimum 4 years of Customer Service, sales support experience
• SAP experience
• Experience working with MS Office Suite
• High School Diploma (Bachelor’s Degree preferred)

Skills and Abilities:

• Strong focus on excellence.
• Proactive attitude and ability to make independent decisions.
• Excellent organizational skills and effective prioritization abilities.
• Exceptional critical thinking and analytical skills, capable of drawing concise conclusions from complex data.
• Proficient problem-solving skills, consistently making high-quality decisions.
• Effective communication skills, both orally and in writing, with all internal and external contacts

Additional Information

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.