Bilingual Customer Service Representative, Allergan Aesthetics

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 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

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 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 / SKILLS 

Must 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

BEHAVIORS

Must 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 PROFICIENCY

Must Have:

• Fluent in English and French both verbal and written

OTHER REQUIREMENT

Must 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 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 whats next 
• Connecting to patients. 

We show up every day energized by the chance to make a real difference in peoples 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 youre empowered to ask questions think big and build on each others 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  & Puerto Rico applicants seeking a reasonable accommodation click here to learn more:

Work :

No

Employment Type :

Full-time