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Customer Experience Representative I

3.6 Allergan – Austin, TX 11 days ago
$26k-$34k(Glassdoor Est.)

Company Rating

3.6
StarStarStarStarStar

Glassdoor Estimated Salary

$29,864/ year

$26k
$34k
  • Job
Allergan plc (NYSE: AGN) is a bold, global
pharmaceutical company and a leader in a new industry model - Growth
Pharma. Allergan is focused on developing, manufacturing and
commercializing branded pharmaceutical, device, biologic, surgical and
regenerative medicine products for patients around the world.

Allergan markets a portfolio of leading brands and best-in-class products for
the central nervous system, eye care, medical aesthetics and dermatology,
gastroenterology, women's health, urology and anti-infective therapeutic
categories. With commercial operations in approximately 100 countries, Allergan
is committed to working with physicians, healthcare providers and patients to
deliver innovative and meaningful treatments that help people around the world
live longer, healthier lives every day.

Allergan is a company that will inspire you to aim high
with your ambition. Where you can build bridges all over the world. Where you
can power ideas that drive change. And where you will act fast and drive
results for customers and patients. Power your future & join our bold
team.

Position Overview

Eye Care Support: Manage
direct to physician orders placed via phone, fax, email, sales rep, and resolution of
issues that may prevent orders from shipping; Provide Field Sales support;
Address a wide range of inquiries/requests, investigate
and resolve issues. Facilitate new account setup and account
changes; Validate pricing eligibility and facilitate pricing setup;
Provisioning and navigation support for Allergan Direct online ordering for
customers; Process complaints, returns, and replacements; Provide Eye Care
customer support. Under general
supervision, Customer Service Representatives process customer and Field
requests in a timely, accurate and professional manner. CSRs foster the
growth of a strong customer base through creating positive interactions and
building strong relationships to support customers and Field Sales.

Main Areas of Responsibilities
  • Receives
    and answers customer, patient, and field inquiries and requests regarding:
    product orders, order status, serial/lot number research, product returns and
    replacements, requests for credit, literature and samples, pricing, account
    setup and changes, services and programs offered, first level technical
    support.
  • Triage
    calls to appropriate group
  • Partners
    with Allergan Sales Representatives and our clients to provide customer service
    in accordance with Allergan Customer Operations service levels to complete
    phone, email, and fax order transactions accurately within specifications.
  • Provides
    excellent customer service while acting in a professional and courteous manner
    at all times.
  • Enroll
    participants in educational seminars
  • Collect
    demographic data and disposition for product, sample and literature fulfillment
  • Proactively
    identifies areas of opportunity and presents them to team leadership.
  • Process
    product return and replacement requests.
  • Submits
    requests for credit, refunds and price corrections, when required.
  • Completes
    follow-up informational calls, emails and/or case updates to customers and
    sales representatives within service level requirements.
  • Utilizes
    reports to monitor, track and ensure completion of work as needed.
  • Read,
    analyze, and interpret common product information, financial reports and legal
    documents
  • Resolves
    issues and answers questions with highest degree of quality and accuracy in
    accordance with company vision and values. Ethically and responsibly complies
    with all company standards, guidelines, standard operating procedures and all
    applicable laws.
  • Maintains
    confidential information including, but not limited to, proprietary corporate
    information, specifications of products, product information, customer
    information and personal performance.
Requirements

The following listed requirements need to be met at a minimum level to be considered for the job:
  • 1-3 years of Customer Service experience
  • Skill in demonstrating professional phone manner
  • Ability to communicate effectively, orally and in writing, with employees and all other internal/external contacts
  • Perform accurate and complete work, within deadlines, with or without direct supervision
  • Ability to effectively handle and lead multiple tasks/projects independently
  • Excellent organizational skills, attention to detail, and ability to prioritize
  • Experience working in a team-oriented, collaborative environment
  • Ability to learn and adapt to new technologies and changing processes
  • Experience working with Microsoft Office Suite.
  • Ability to memorize key details regarding eligibility and qualifications for multiple programs
Preferred Skills/Qualification

The below skills are attributes that may not be mandatory but are desired in the ideal candidate.
  • SAP, or other ERP experience
  • Previous leadership roles or demonstrated ability to lead
  • Ability to take initiative and make decisions
  • Medical Device or Pharmaceutical Strongly preferred


Education
  • Associate Degree or High School Diploma and equivalent relevant experience.

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