Customer Experience Representative

Company Description

At Allergan Aesthetics, an Abb Vie 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  Follow Allergan Aesthetics on Linked In.

Must be able to work the below schedule and work in a hybrid model combining in office and virtual days:

Work Schedule:

9:30 am – 6:00 pm M-F

As a world‑renowned medical device manufacturer, your Allergan Aesthetics team manager is looking for team players who are passionate about providing a first‑in‑class experience to our order‑to‑cash surgeons and healthcare organizations purchasing our breast implant and tissue products, and accessories, while being flexible to adapt to the fast paced, high energy, and ever‑changing demands of the medical device industry. In return for your commitment, your manager offers an exciting opportunity to join a highly motivated team who champion a can‑do attitude and teamwork mentality and celebrate each other’s individual as well as our team’s successes together!

Additionally, your manager will work with you and guide you toward achieving your personal career goals within the team or business through continuous training, coaching, and learning opportunities that will help you build the skills and knowledge within your role to advance toward becoming a subject matter expert in PRM Order Management. If you are excited about providing the critical service our customers need and deserve while developing your skills and knowledge to grow your career, then we want to meet you!

You are-

• A Mover & Shaker – You are the first line agent to our clients and are able to determine and manage their needs with ease using your communication and order management skills and knowledge of systems, products, and processes
• A Critical Thinker – You resolve issues that may prevent customers from receiving their orders when specified in a timely, accurate, and professional manner.
• A Relationship Builder – Consistently impressing your customers with accurate work, caring, personalized service that can dramatically increase their loyalty to our Allergan Aesthetics brand of products

Responsibilities-

• Handle a high volume of emails and faxes (75-100) per day, including, but not limited to:
  Placing new product orders;
  Providing updates on existing orders, pricing, product info and material numbers, and delivery tracking details;
  Researching product serial/lot/catalog numbers;
  Confirming physician training certifications or compliance attestations;
  Documenting order escalations and complaints
• Maintain customer confidentiality and proprietary corporate information, for example, salary structure, personal performance reviews, customer information, contract details, products specifications, etc.
• Partner with our Sales Representatives and clients to provide a first‑in‑class “Raise the Bar” service experience within specified performance metrics and KPIs in line with department and business goals
• Provide our customers with a white glove, seamless experience using multiple business systems and knowledge resources to meet their needs and resolve any issues with a high degree of quality, accuracy, and professionalism

Requirements-

• Strong Communication Skills both Written & Oral
• An all for one teamwork mentality
• Experience working with MS Office. SAP or ERP order management systems preferred
• The ability to multi‑task and provide a high attention to the details
• A drive for continuous learning & development
• High School Diploma

• 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…