Customer Experience Rep I - Eye Care

AbbVie•Austin, TX

13d•Hybrid

About The Position

AbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas – immunology, oncology, neuroscience, and eye care – and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com . Follow @abbvie on X , Facebook , Instagram , YouTube , LinkedIn and Tik Tok . Position Overview Oversee direct-to-physician and wholesaler orders received via phone, fax, email, and sales representatives, ensuring the prompt resolution of any issues that could delay order fulfillment. Provide comprehensive Field Sales support and address a wide range of customer inquiries and requests, investigating and resolving issues as they arise. Facilitate new account setup and account modifications, validate pricing eligibility, and coordinate pricing setup. Offer guidance and navigation support for customers using our online ordering platforms. Process complaints, product returns, and replacements, and deliver dedicated Eye Care customer support. Under general supervision, Customer Service Representatives respond to customer and Field Sales requests promptly and accurately, fostering the growth of a loyal customer base by delivering positive interactions and building strong, supportive relationships.

Requirements

1-3 years of Customer Service experience
Demonstrate ability to communicate clearly and professionally, both verbally and in writing, with employees, customers, and all internal and external stakeholders
Perform accurate and complete work, within deadlines, with or without direct supervision
Competency to effectively handle multiple tasks/projects independently
Excellent organizational skills, attention to detail, and ability to prioritize
Experience working in a team-oriented, collaborative environment
Aptitude to learn and adapt to new technologies and changing processes
Capacity to memorize key details regarding eligibility and qualifications across multiple product categories
Proficiency working with Microsoft Office Suite
Ability to work onsite at minimum three days per week, specifically Tuesday, Wednesday, and Thursday

Nice To Haves

SAP and Salesforce platform experience
Ability to take initiative and make decisions
Medical Device or Pharmaceutical Strongly preferred

Responsibilities

Provide excellent customer service while acting professionally, and courteously at all times
Respond promptly and professionally to customer and patient field inquiries, addressing requests related to product orders, order status, serial and lot number research, product returns and replacements, credit requests, literature and sample fulfillment, pricing information, account setup and updates, available services and programs, and provide navigation support for mobile applications
Complete follow-up information calls, emails, and/or case updates to customers and sales representatives within service level requirements
Proactively monitor open orders daily to ensure timely shipping and invoicing, and to prevent any potential delays
Participate in quarterly audits for consignment inventory and reconcile any outstanding issues
Collect demographic data and disposition for product, sample, and literature fulfillment
Utilize reports to monitor, track, and ensure completion of work as required
Resolve issues and address inquiries with the highest level of quality and accuracy, consistently aligning with the company's vision and values.
Uphold ethical standards and responsibly adhere to all company policies, guidelines, standard operating procedures, and applicable laws
Maintain confidential information including, but not limited to, proprietary corporate information, specifications of products, product information, customer information, and personal performance