Job Description

Joining AbbVie means you will be part of a team of outstanding professionals dedicated to making a remarkable impact on patients\' lives. At AbbVie, we conduct ground-breaking science on a global scale every day. AbbVie Canada is one of the Best Workplaces in Canada whereby 92% of our employees are proud to say they work for AbbVie. When choosing your career path, choose to be remarkable. AbbVie\xe2\x80\x99s mission is to discover and deliver innovative medicines that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people\xe2\x80\x99s lives across several key therapeutic areas: immunology, oncology, neuroscience, eye care, virology, women\xe2\x80\x99s health, and gastroenterology, in addition to products and services across its Allergan Aesthetics portfolio. We are presently recruiting a Bilingual Customer Service Representative reporting to Senior Manager, Customer Service, Business Excellence. This is a full-time permanent position based in Markham, Ontario. The Customer Service Representative will be responsible for providing high quality, professional day-to-day service to our key accounts. The ideal candidate will provide high touch, white glove service, manage requests/queries and provide support with an emphasis on building and nurturing customer relationships. This position fulfills customer and Sales Representative requests, orders, assists the Sales Team, as well as ensures adherence to customer service standards. Responsibilities:

• Professionally handle incoming phone/email requests from our Key account customers/Sales Representatives to ensure that requests are resolved promptly and thoroughly
• Account/Order Management \xe2\x80\x93 specialized, dedicated service, includes account verification along with accurately processing customer requests, orders, tracking, issue management
• Maintenance of priority email inbox, ensuring orders and requests are responded to in a timely manner
• Provide support for new customers and customers using our online ordering portal as required
• Completes follow-up calls, emails and/or updates to customers, Sales Representatives
• CSR will receive, document, and resolve customer/patient complaints and triage to appropriate department if further support or guidance is required
• Responsible for monitoring daily sales orders/transactions to ensure completion
• Proactively identify opportunities for process improvement and presents them to team leadership
• Successfully develop, collaborate, and maintain cross functional relationships with other teams to ensure task completion
• Adhere to customer service standards, call quality, policies, and procedures
• Actively contribute to Abbvie Ways We Work
• Any other tasks as required

Desired Minimum Requirements:

• College Diploma/University Degree or Related Post-Secondary Education
• Experience in the pharmaceutical or medical aesthetics industry is a strong asset
• Account Management, supporting Key Accounts with outmost priority and highest level of service
• Knowledge and experience with SAP \xe2\x80\x93 ECC, Order to Cash or comparable order management systems
• Contact Centre experience with high call and email volumes
• Great pride in ensuring positive overall customer and Sales Representative experience
• Technical savviness and comfort navigating through multiple systems
• Experience working in a team-oriented, high team engagement and collaborative environment is a must
• Experience with various browsers (Google, Outlook, etc.)
• Strong service orientation and experience in customer service or professional services environment

Essential Skills and Abilities:

• Fluent in English and French
• Ability to communicate professionally and effectively, verbally and in writing
• Experience working in a team-oriented, collaborative environment
• Attention to detail/order accuracy
• Problem solving, critical thinking and logical reasoning
• Sense of ownership and ability to deal with issues with a sense of urgency
• Emotional intelligence, good judgment, composure under pressure
• Excellent organizational skills and ability to prioritize
• 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

AbbVie is an equal opportunity employer and encourages women, Aboriginal people, persons with disabilities and members of visible minorities to apply. Covid vaccination new hires amendments: Full vaccination against COVID-19 is a condition of employment for this position, with possible accommodation for validated exemptions, within the limits of applicable legislation. AbbVie employees are also required to comply with any COVID-19 related external requirements, including any testing requirements, applicable to their work activities outside AbbVie premises (for example, travelling and visiting stakeholders and customers).

AbbVie is an equal opportunity employer including disability/vets. It is AbbVie\xe2\x80\x99s policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, status as a disabled veteran, recently separated veteran, Armed Forces service medal veteran or active duty wartime or campaign badge veteran or a person\xe2\x80\x99s relationship or association with a protected veteran, including spouses and other family members, or any other protected group status. We will take affirmative action to employ and advance in employment qualified minorities, women, individuals with a disability, disabled veterans, recently separated veterans, Armed Forces service medal veterans or active-duty wartime or campaign badge veterans. The Affirmative Action Plan is available for viewing in the Human Resources office during regular business hours.