• Customer Service Representative I - ACT Digital Orders

    AbbVieAustin, TX 78703

    Job #1454462403

  • About AbbVie

    AbbVie's mission is to discover and deliver innovative medicines that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas: immunology, oncology, neuroscience, eye care, virology, women's health and gastroenterology, in addition to products and services across its Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at ~~~ . Follow @abbvie on Twitter (~~~) , Facebook (~~~) , Instagram (~~~) , YouTube (~~~) and LinkedIn (~~~) .

    Allergan plc (NYSE: AGN) is a bold, global pharmaceutical company and a leader in a new industry model - Growth Pharma. Allergan is focused on developing, manufacturing and commercializing branded pharmaceutical, device, biologic, surgical and regenerative medicine products for patients around the world.

    Allergan markets a portfolio of leading brands and best-in-class products for the central nervous system, eye care, medical aesthetics and dermatology, gastroenterology, women's health, urology and anti-infective therapeutic categories. With commercial operations in approximately 100 countries, Allergan is committed to working with physicians, healthcare providers and patients to deliver innovative and meaningful treatments that help people around the world live longer, healthier lives every day.

    Allergan is a company that will inspire you to aim high with your ambition. Where you can build bridges all over the world. Where you can power ideas that drive change. And where you will act fast and drive results for customers and patients. Power your future & join our bold team.

    Position Overview

    ACT (Aesthetics, Consumables, Therapeutics) customer service receives digital inquiries from GPOs, Hospitals, individual practices, internal Sales personnel, and administrative personnel to support order fulfillment. These methods can include but not be limited to Fax, Email, EDI, for Botox Therapeutic/Cosmetic, Juvéderm, Latisse, SkinMedica, DiamondGlow/CoolScupting, etc.

    Customer Experience Representatives (CXRs) serve as first-line representatives responsible for handling inbound/outbound inquiries (80-100 orders/day), 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. Under general supervision, Customer Experience Representatives process 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.

    Main Areas of Responsibilities

    • Handle 80-100 orders/day regarding product orders; order status; product returns; returns for credit; delivery status

    • Partner with Allergan Sales Representatives and clients to provide exceptional customer service within designated Service Levels to complete order transactions and other informational call follow up

    • Manage escalations for customer inquiries and route to the appropriate team/agent

    • Understand and be proficient in various digital channels and brands

    • Able to flex between working autonomously and team collaboration when necessary

    • Provide excellent customer service while acting in a professional and courteous manner at all times



    The following listed requirements need to be met at a minimum level to be considered for the job:

    • At least 1-2 years of Customer Service experience

    • Experience working with Microsoft Office Suite

    • Attention to detail & multi-tasking ability

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

    Preferred Skills/Qualification

    • SAP or other ERP experience

    • Medical Device or Pharmaceutical Strongly preferred

    • Bachelor's Degree

    Significant Work Activities

    Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)



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    Equal Employment Opportunity

    At AbbVie, we value bringing together individuals from diverse backgrounds to develop new and innovative solutions for patients. As an equal opportunity employer we do not discriminate on the basis of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information gender identity or expression, sexual orientation, marital status, protected veteran status, or any other legally protected characteristic.