Customer Experience Rep IV

Purpose

The Customer Experience Rep IV is responsible for coordinating service-based shipping logistics as well as scheduling onsite field service activities for Allergan-AbbVie Aesthetics medical Devices: CoolSculpting CoolSculpting Elite CoolTone Diamond Glow and Resonic. They process Service Notifications for return/replacements swaps and repairs. Regularly interacts with customers to assist in scheduling service visits for system deliveries/swaps and does quotes/payments for out of warranty service. The CXR IV works closely with cross functional teams including Product Support Service Depot Receiving Field Service Eng. Team Finance Warehouse and Logistics Supply teams to ensure our customers are up and running as soon as possible.

Responsibilities

• Process product complaints for current Aesthetics Medical Devices; CoolSculpting COM1/Elite CoolTone Diamond Glow and Resonic that are transferred from the Product Support Team via email and SAP system.
• Collaborate cross-functionally with internal/external teams for the replacement repair and return of products in the required time frame. Including unit swap coordination with 3rd party transportation company for U.S. Puerto Rico & Canada. Issue return labels as needed.
• Coordinate and dispatch Field Service Engineers (In-house & 3rd party) along with required parts to ensure successful field repairs and accurate return of defective material for U.S. Puerto Rico & Canada
• Process A La Carte Return/reimbursement in MOXIE and SAP.
• Process Supply request and Comp Cycle requests.
• Confirm warranty & Service Contract coverage for all repairs and replacement. Follow up on open cases until repair/swap has been resolved.
  Collaborate with Credentialing and Finance Depts. to resolve order blocks.
• Responsible for performing all duties in compliance with FDAs Quality System Regulation (QSR) ISO13485 the Canadian Medical Device Regulations and all other international regulatory requirements with which Allergan complies.
• Complete all required training to be able to function in various aspects of the position including Customer Service roles.
• QA Mgmt. System - Create case investigation and upload 3rd Party Technicians FSR. Also update Related Product for non-return product status.
• Run daily/weekly reports to manage own workflow of customer complaints. Follow up on backorders with K&N and Logistic planners.

Qualifications :

Qualifications

• Associate degree Required or 2 years relative experience.
• Knowledge of SAP Salesforce and Quality Mgmt. System a plus.
• Proficiency in the use of Excel Microsoft Windows & Outlook applications highly recommended.
• Ability to create and use basic statistical tools in excel to monitor workflow.
• Exceptional written verbal communication and time management skills. Proven ability to complete tasks and assignments on time.
• Must be detail oriented and quality focused.
• Ability to thrive in a fast-paced team environment.

Additional Information :

Applicable only to applicants applying to a position in any location with pay disclosure requirements understate 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 employee remains in the Companys sole and absolute discretion unless and until paid and may be modified at the Companys 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. 

US & Puerto Rico only - to learn more visit  & Puerto Rico applicants seeking a reasonable accommodation click here to learn more:

Work :

No