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.

AbbVieaEUR(TM)s 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 peopleaEUR(TM)s lives across several key therapeutic areas: immunology, oncology, neuroscience, eye care, virology, womenaEUR(TM)s health, and gastroenterology, in addition to products and services across its Allergan Aesthetics portfolio.

We are presently recruiting for a Customer Service Representative reporting to Senior Manager, Customer Service, Business Excellence. This is a full-time permanent position based in the Markham Head Office.

The Customer Service Representative will be responsible for providing high quality, professional day to day service. 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, loyalty programs, assist the Sales Team with requests, as well as ensures adherence to customer service standards.

Responsibilities:

• Professionally handle incoming requests from customers and ensure that issues are resolved promptly and thoroughly
• Order Management - includes account verification along with processing customer orders
• Initiate new customer account set up with designated systems
• Order Tracking
• Maintenance of various e-mailboxes ensuring orders and requests are responded to in a timely manner
• Provide support for new customers
• Support for customers using our online ordering portal
• Loyalty program support for patients via phone, email, or online portal
• Completes follow-up calls, emails and/or updates to customers, sales representatives, and patients
• 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 Educationa,
• Experience in the pharmaceutical or medical aesthetics industry is a strong asseta,
• Knowledge and experience with SAP aAEURA" 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/patient 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. Fluency in French is an asset
• Ability to communicate professionally and effectively, verbally and in writing
• Experience working in a team-oriented, collaborative environment
• 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 prioritizea,
• 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

COVID-19 vaccination for new hire 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 (i.e., travelling and visiting stakeholders or customers).

AbbVie is an equal opportunity employer and encourages women, Aboriginal people, persons with disabilities and members of visible minorities to apply.

Travel: No

Job Type: Experienced

Schedule: Full-time