Bilingual Customer Service Representative, Allergan Aesthetics

Allergan Aesthetics View all jobs

  • Markham, ON
  • $58,000-102,000 per year
  • Permanent
  • Full-time
  • 5 days ago
  • Apply easily
Company DescriptionAbout AbbVieAt 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 DescriptionThis 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 thoroughly
  • Maintain a positive, empathetic, and professional attitude towards customers and Sales Representatives always
  • Account/Order Management – specialized, dedicated service, includes account verification along with accurately processing customer requests, orders, tracking, issues management and first call resolution wherever possible
  • Immediately address issues impacting customer experience and provide updates and follow ups as required
  • Assist with new hire onboarding, training/ questions/support
  • Subject Matter Expert on multiple tasks
  • Provide coaching and/or training recommendations to CSR and team leadership as needed
  • Manage low level escalations
  • Attend and lead various calls/meetings, in support of Team or Sales, as required
  • High Level Support for Key Strategic accounts and high touch customers
  • Assist with/ develop team communications for new processes, procedures and promotions
  • Provide order management support across various customer service roles
  • Delivers adhoc requests/reports to leadership as required
  • High level of engagement and partnership with Sales Leads
  • Promoting and registering our customers to our online ordering portal with an emphasis on utilization
  • Provide support for new customers and customers using our online ordering portal
  • Maintenance of various e-mailboxes ensuring orders and requests are actioned promptly
  • Complete follow-up calls, emails and/or updates to customers, sales representatives
  • CSR will receive, document, and resolve customer/sales/patient interactions, complaints and triage to appropriate department if further support or guidance is required
  • Responsible for daily monitoring of various SAP reports, including sales orders/transactions to ensure completion
  • Proactively identify opportunities for process improvement and present them to leadership team
  • Successfully develop, collaborate, and maintain cross functional relationships with other teams to ensure task completion
  • Outbound follow up calls to customers as required
  • Adhere to customer service standards, call quality, policies, procedures and audit requirements
  • Provide backup and support to meet audit requirements
  • Supporting various customer service initiatives with enthusiasm
  • Actively contribute to Abbvie Ways We Work
  • Other tasks as required including but not limited to cross training of various Customer Service roles
QualificationsEDUCATIONMust Have:
  • College Diploma/University Degree or Related Post-Secondary Education
PRIOR EXPERIENCEMust 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 ease
  • Contact Centre experience with high call and email volumes
  • Technical savviness and comfort navigating through multiple systems
  • Experience working in a team-oriented, high team engagement and collaborative environment
  • Intermediate/Advance experience with various Microsoft 365 Applications (Word, Excel, Outlook, Teams, etc.)
  • Advanced knowledge of Allergan Direct
  • Cross-trained across various Customer Service product roles
  • Strong 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 / SKILLSMust Have:
  • Ability to communicate professionally and effectively, verbally and in writing with all levels of the organization
  • Attention to detail/order accuracy
  • Problem solving, critical thinking and logical reasoning
  • Excellent organizational skills and ability to prioritize
  • Presentation skills are polished and professional
  • Project Leadership - ability to take ownership and drive a project to completion
  • Proposes/implements recommendations for change, efficiency/effectiveness
Plus:
  • Ability to manage up
  • Trouble shoot, lead and escalate OTC related system issues
BEHAVIORSMust Have:
  • Great pride in ensuring positive overall customer/patient experience
  • Sense of ownership and ability to deal with issues with a sense of urgency
  • Emotional intelligence, good judgment, composure under pressure
  • Takes personal responsibility for delivering on commitments and promises and closing off issues
  • Seeks feedback to improve and is open minded about being coached or mentored
  • Acts as role model/mentor to CSR
  • Seeks out opportunities to learn other skills, or mentorship
  • Proactively offer support with various team projects
  • Best practice sharing during team meetings/activities
  • Takes accountability and identifies solutions to address/fix
LANGUAGE PROFICIENCYMust Have:
  • Fluent in English and French both verbal and written
OTHER REQUIREMENTMust Have:
  • In office, three days a week Tuesday to Thursday
  • Participating in various after work team activities and events (approx. quarterly)
  • Customer Visits 1-2x per year
Additional InformationWhy 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, visitUS & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:

Allergan Aesthetics