Aesthetics Customer Experience Rep III, Process Specialist

AbbVie•Austin, TX

4d•$21 - $38

About The Position

The Facial Aesthetics Customer Experience Representative III, Process Specialist supports efficient, compliant, and reliable customer operations. The role serves as a subject matter expert for complex order, distribution, account, reporting, and system processes; resolves operational exceptions; identifies trends and process improvements; supports reporting and system testing; and partners with cross-functional teams to improve workflows and customer outcomes. The Process Specialist also supports team capability through process documentation, knowledge sharing, training, and escalation support. Work must be completed accurately and in accordance with established procedures and compliance requirements.

Requirements

High school diploma or equivalent.
Progressive experience in customer service, customer operations, order management, distribution, or a related customer-facing environment.
Experience resolving complex operational issues and coordinating work across multiple teams.
Working knowledge of Microsoft Office applications, including advanced spreadsheet skills for reporting, reconciliation, and data analysis.
Expert knowledge of SAP or another enterprise resource planning system.
Analytical, critical-thinking, and problem-solving skills, including the ability to identify patterns, determine root causes, and communicate clear conclusions.
Strong organization, planning, and prioritization skills, with the ability to manage multiple responsibilities independently and accurately.
Effective verbal and written communication skills, including process documentation, training, and presentation skills.
Ability to learn new technologies, adapt to changing processes and priorities, and work effectively in a collaborative environment.
Ability to perform accurate and complete work within deadlines with limited day-to-day supervision.
Ability to adjust daily priorities based on customer impact, operational risk, and business needs.

Nice To Haves

Associate or bachelor’s degree, or equivalent relevant experience.
Experience with Salesforce, NICE inContact, Power BI, Moxie, MedPro, Winshuttle, database query tools, or comparable platforms.
Experience with functional acceptance testing, user acceptance testing, system implementations, or process enhancement projects.
Experience developing reports, performing audits or reconciliations, and documenting operational procedures.
Medical device, pharmaceutical, regulated-industry, or third-party logistics experience.
Knowledge of continuous improvement principles and change-management practices.
Ability to work offsite or travel on a limited basis when business needs require.

Responsibilities

Optimize workflows and resolve recurring process issues related to orders, accounts, distribution, master data, licensing, and compliance.
Analyze root causes and trends, implement or recommend corrective actions, and escalate technical or operational issues as appropriate.
Partner with cross-functional teams to improve process performance while following established procedures and compliance requirements.
Monitor open orders and resolve complex fulfillment issues, including order blocks, backorders, inventory constraints, shipping or delivery exceptions, and other distribution-related issues.
Coordinate with internal and external partners to resolve exceptions and support business-critical activities, including end-of-quarter order management.
Execute approved mass transactions and provide secondary support for escalated customer or operational needs.
Develop and analyze operational reports to monitor order fulfillment, inventory, customer master data, compliance, and emerging issues.
Research order and account activity, support audits or investigations, and coordinate corrections when data is incomplete or inconsistent across systems.
Summarize trends, risks, findings, and recommended actions for leadership and business partners.
Support system implementations, integrations, releases, and upgrades through functional and user acceptance testing and post-implementation monitoring.
Serve as a subject matter expert and escalation resource for complex order, distribution, account, reporting, and system processes.
Develop and maintain process documentation, work instructions, training materials, and troubleshooting resources; train and mentor team members on specialized processes and tools.
Identify and champion opportunities for process, system, and customer experience improvements.
Resolve customer and business issues with accuracy, urgency, and professionalism while supporting a positive customer experience.
Communicate effectively with customers, Field Sales, employees, leaders, technical teams, and external partners.
Maintain confidentiality and demonstrate collaboration, accountability, adaptability, and continuous improvement.