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 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.

Joining Allergan Aesthetics (AA), an AbbVie company means you will be part of a team of outstanding professionals dedicated to making a remarkable impact on patients’ lives. AA exists to empower confidence for consumers and customers, creating products and technologies that drive the advancement of aesthetic medicine. We believe in the power of shaping your own life, your own business, your own look – and we continue to evolve our business around the needs of those we serve. United by our shared belief in what we do and a commitment to doing what is right, we bring our best every day to empower confidence. 

When choosing your career path, choose to be remarkable. 

Job Description

This role is based out of our Markham office, and requires an in-office presence of 3 fixed days per week: Tuesdays, Wednesdays, and Thursdays. 

The Bilingual Customer Service Representative will be responsible for providing high quality, professional day-to-day white glove service to customers and Sales Representatives. The ideal candidate will manage requests/queries and provide support with an emphasis on building and nurturing customer relationships.  This position fulfills customer orders, provides support for new accounts, assists the Sales Team with requests, as well as ensures adherence to customer service standards.

KEY RESPONSIBILITIES:

Professionally handle incoming phone/email requests from customers/Sales Representatives to ensure that requests are resolved promptly and thoroughlyMaintain a positive, empathetic, and professional attitude towards customers and Sales Representatives alwaysAccount/Order Management – specialized, dedicated service, includes account verification along with accurately processing customer requests, orders, tracking, issues management and first call resolution wherever possibleImmediately address issues impacting customer experience and provide updates and follow ups as requiredAssist with new hire onboarding, training/ questions/supportSubject Matter Expert on multiple tasksProvide coaching and/or training recommendations to CSR and team leadership as neededManage low level escalationsAttend and lead various calls/meetings, in support of Team or Sales, as requiredHigh Level Support for Key Strategic accounts and high touch customersAssist with/ develop team communications for new processes, procedures and promotionsProvide order management support across various customer service rolesDelivers adhoc requests/reports to leadership as requiredHigh level of engagement and partnership with Sales LeadsPromoting and registering our customers to our online ordering portal with an emphasis on utilizationProvide support for new customers and customers using our online ordering portalMaintenance of various e-mailboxes ensuring orders and requests are actioned promptlyComplete follow-up calls, emails and/or updates to customers, sales representativesCSR will receive, document, and resolve customer/sales/patient interactions, complaints and triage to appropriate department if further support or guidance is requiredResponsible for daily monitoring of various SAP reports, including sales orders/transactions to ensure completionProactively identify opportunities for process improvement and present them to leadership teamSuccessfully develop, collaborate, and maintain cross functional relationships with other teams to ensure task completionOutbound follow up calls to customers as required  Adhere to customer service standards, call quality, policies, procedures and audit requirementsProvide backup and support to meet audit requirementsSupporting various customer service initiatives with enthusiasmActively contribute to Abbvie Ways We WorkOther tasks as required including but not limited to cross training of various Customer Service roles
Qualifications

EDUCATION 

Must Have:

College Diploma/University Degree or Related Post-Secondary Education

PRIOR EXPERIENCE 

Must Have (min 3 - 5 years experience):

Advanced SAP Experience  – ECC/S4 Hana with the ability to easily navigate through various transaction codes, fields, run and extract reports with easeContact Centre experience with high call and email volumesTechnical savviness and comfort navigating through multiple systemsExperience working in a team-oriented, high team engagement and collaborative environmentIntermediate/Advance experience with various Microsoft 365 Applications (Word, Excel, Outlook, Teams, etc.)Advanced knowledge of Allergan DirectCross-trained across various Customer Service product rolesStrong service orientation and experience in customer service or professional services environment

Plus:

Experience in the pharmaceutical or medical aesthetics industry is a strong asset

CAPABILITIES / SKILLS 

Must Have:

Ability to communicate professionally and effectively, verbally and in writing with all levels of the organizationAttention to detail/order accuracyProblem solving, critical thinking and logical reasoningExcellent organizational skills and ability to prioritizePresentation skills are polished and professionalProject Leadership - ability to take ownership and drive a project to completionProposes/implements recommendations for change, efficiency/effectiveness

Plus:

Ability to manage upTrouble shoot, lead and escalate OTC related system issues

BEHAVIORS

Must Have:

Great pride in ensuring positive overall customer/patient experienceSense of ownership and ability to deal with issues with a sense of urgencyEmotional intelligence, good judgment, composure under pressureTakes personal responsibility for delivering on commitments and promises and closing off issuesSeeks feedback to improve and is open minded about being coached or mentoredActs as role model/mentor to CSRSeeks out opportunities to learn other skills, or mentorshipProactively offer support with various team projectsBest practice sharing during team meetings/activitiesTakes accountability and identifies solutions to address/fix 

LANGUAGE PROFICIENCY

Must Have:

Fluent in English and French both verbal and written

OTHER REQUIREMENT

Must Have:

In office, three days a week Tuesday to ThursdayParticipating in various after work team activities and events (approx. quarterly)Customer Visits 1-2x per year  
Additional Information

Why Allergan Aesthetics? 

We believe in the work that we do and together we create the products and technologies that drive the advancement of aesthetic medicine. Our principles are shaped to empower us to deliver on that promise: 

Making your practice our purpose (YPOP) Inclusive of all people Putting science at the core Creating what’s next Connecting to patients. 

We show up every day, energized by the chance to make a real difference in people’s lives. So, every day is one that counts. Aligning your interests with our imperatives as a business, you always have opportunities to step up and reach higher. So, we foster an inclusive, supportive environment where you’re empowered to ask questions, think big and build on each other's best ideas. 

Voted as a Great Place to Work consecutively, and around the globe, we pride ourselves in providing our employees with the flexibility to ensure a healthy work-life balance. We take our impact on the environment and society seriously, so we focus on ‘giving back’ regularly. We are committed to equity, equality, diversity, and inclusion (EED&I) - it is fundamental to who we are, and it is just how we “do good business.” This includes valuing diverse perspectives, creating an inclusive culture and treating all employees with dignity and respect. 

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