Job Description

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.

** Qualifications:**

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.

Additional Information

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law: ​

• The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future. ​

• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.​

• This job is eligible to participate in our short-term incentive programs. ​

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Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company’s sole and absolute discretion, consistent with applicable law. ​

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community. Equal Opportunity Employer/Veterans/Disabled.

US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html

US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:

https://www.abbvie.com/join-us/reasonable-accommodations.html