Customer Data & Governance Specialist

The Customer Data and Governance Specialist is an integral role acting as the contact and interface with external and internal customers to drive excellence in customer satisfaction. This role is highly detail-orientated with a strong customer-focused lens to ensure data integrity and to deliver on our commitment to timely high quality service and customer satisfaction. This role requires strong communication skills a self-starter attitude and ability to multi-task in a dynamic and fast paced environment. 

KEY DUTIES & RESPONSIBILITIES

• Fulfilling the role as first-line email/telephone contact and interface with external and internal (sales teams) customers including Allergan Direct Online provisioning keying orders and fielding phone and online enquiries
• Ensure availability by required times to answer inbound calls/emails promptly and in accordance with Team KPIs.
• Respond in a friendly professional and customer-focused manner ensuring First Call Resolution. 
• Validate account application details including checking attachments verifying addresses confirming ABN/NZBN/Company numbers prescribers details and other compliance requirements to ensure all information is accurate and meets relevant regulatory obligations.
• Develop relationships with key customers and ensure all customer enquiries including account account changes are acted on within 2 days of receipt and appropriately recorded in the system as required.
• Handle customer complaints and forward to appropriate departments for resolution as required.
• Review all requested account changes to ensure they are fully validated compliant and complete and confirm that all necessary information and documentation is included so that each account can be updated accurately and in line with organisational requirements.
• Ensure that all written communication is clear and any follow up is performed in a timely manner.
• Identify any system or process flow issues and play a lead role in testing resultant changes implemented by BTS/Cognizant
• Participate in testing of any new master data initiatives relevant to the ANZ business as required 
• Provide training to internal team members on relevant aspects of account management and data governance as required
• Maintain SAP fields related to the APP program when TPMT/SAP variances are identified by the Trade & Pricing or Data Governance Managers
• Consult with Data Governance Manager &/or Legal on any customer compliance queries such as medical registration provisions/conditions and licensed premise queries
• Act as a conduit to field based personnel for customer enquiries and requests.
• Liaise with Cognizant IT and Customer Master Data Teams to address platform issues or identify opportunities for process improvement ensuring smooth and efficient operations.
• Maintenance of Work Instruction documents as required
• Working closely with Customer Concierge with regards to Customer Onboarding
• Providing support to Snr Customer Excellence Manager.
• Report any adverse event within 24 hours as per Allergans policies and procedures
• Support Allergans Quality Management System and internal auditing processes.
• Proactively participate in Allergans WHS programs adhere to policies & promote a safe work environment at all times.
• Adhere to Allergans internal codes of conduct and compliance processes.
• Other ad hoc duties such as administrative duties as requested.

Qualifications :

• Successful completion of Higher School certificate with completion of tertiary qualifications viewed favourably.
• 3 to 5 years experience working in a customer service role. 
• Experience working within the pharmaceutical or medical devices industries an advantage.
• Professional verbal communication and telephony skills.
• Ability to prioritise and work under pressure.
• Complex decision making and problem solving skills
• A keen attention to detail and accuracy in relation to data input
• Intermediate skills in Microsoft Word Excel and Outlook. 
• Experience using SAP order entry modules an advantage.

Flexibility and Availability: In line with Australias Right to Disconnect legislation we recognise and respect employees right to refuse contact outside of their working hours unless such refusal is deemed unreasonable. As we operate in an international matrixed environment there may be occasions where your role requires participation in business meetings outside of standard hours. We value and support flexibility and appreciate your willingness to occasionally accommodate these requests to ensure effective collaboration and communication within our global team.

Additional Information :

The Allergan Commitment

• Doing What is Right  Never jeopardize patient safety product quality or compliance;  always act with integrity

Ways We Work

• All For One Abbvie: We weigh all decisions against the common good. We inspire share and create as a team. We solve problems for all rather than serving our immediate team.
• Decide Smart & Sure: We make intelligent decisions to create the best outcomes. We act quickly embrace experimentation and learn what doesnt work and get on to what does.
• Agile & Accountable: We streamline and eliminate unnecessary obstacles. We plan but adapt as we go. We delegate and make tough decisions to ensure focus on results staying keenly aware of the urgency in all we do.
• Clear & Courageous: Open honest candid dialogue is core to our work and how we act with each other. We share information freely and continuously to find solutions. We admit mistakes. We grow stronger by putting the courage of our conviction to the test.
• Make Possibilities Real: We question with endless curiosity. Were never satisfied with good enoughpatients depend on us to deliver more. We challenge ourselves to find creative constructive solutions to turn possibilities into reality.

CODE OF CONDUCT & BUSINESS INTEGRITY STATEMENT

• AbbVie is committed to observing high integrity and ethical standards in all its business dealings with our customers with each other business partners and suppliers. 
• AbbVie as a responsible corporate citizen will adhere to these standards as well as to local national and international laws. 
• All AbbVie employees are responsible for maintaining the Companys reputation for conduct in accordance with the highest level of business integrity ethics and compliance with the law.  Soliciting and/or accepting/attempting/offering bribes or any illegal gratification is therefore cause for immediate dismissal. 
• AbbVie is committed to operating with integrity driving innovation transforming lives serving our community and embracing diversity and inclusion. 

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. 

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Work :

No

Employment Type :

Full-time