Customer Service Representative II

Job Title

Customer Experience Representatives (CXR) that support the Therapeutic department receive calls from Health Care Providers, internal sales personnel, and administrative personnel to place orders for the Botox Therapeutic businesses. CXRs serve as first-line representatives responsible for handling inbound/outbound call inquiries, processing transactions, and act as subject matter experts as needed. Representatives are responsible for order processing and resolution of issues that may prevent orders from shipping. Under general supervision, CXRs process internal and external customer requests in a timely, accurate and professional manner. CXRs foster the growth of a strong customer base through creating positive interactions and building strong relationships.

Responsibilities

• Manage call interactions per day including inbound and outbound calls. Examples of interactions include product orders and updates, status of deliveries, and resolving call inquiries.
• Deliver exceptional customer service in a professional and courteous manner.
• Provide accurate and high-quality answers to questions, adhering to company policies and guidelines.
• Listen and respond appropriately to customer needs and questions.
• Ability to use critical thinking skills to resolve inquiries and customer issues effectively.
• Manage the order inbox and ensure timely processing of orders, as well as handling of inquiries and complaints.
• Responsible for monitoring and managing daily open orders, to ensure timely shipment of orders.
• Partner with Sales and other operational departments to provide exceptional customer service within SLAs to complete order transactions and follow up for requests and inquiries.

Qualifications

The following listed requirements need to be met at a minimum level to be considered for the position:

• 1-3 years of Customer Service experience, preferably in a Contact Center environment.
• Experience working with MS Office.
• Attention to detail and ability to multitask.
• Effective communication skills.
• Associate Degree OR High School Diploma and equivalent relevant experience.

Key AbbVie Competencies:

• Positive "all for one" approach to team deliverables and priorities.
• Builds strong relationship to enable higher performance.
• Learns fast, grasps the "essence" and can change course quickly where indicated.
• Raises the bar and is never satisfied with the status quo.
• Creates a learning environment and open to suggestions.

The below skills are attributes desired in the ideal candidate, however not mandatory:

• SAP, CRM, Salesforce, or Business Systems experience preferred.
• Medical Device or Pharmaceutical experience preferred.

Salary: $18 - $32.1