Customer Experience Representative II

Allergan Aesthetics•Austin, TX

About The Position

Customer Experience Representatives (CXR) that support the Facial Aesthetics (FA) department receive emails from Health Care Providers, internal sales personnel, and administrative personnel to place orders and process credits for product returns for Allergan Aesthetics products. CXRs serve as first-line representatives responsible for handling email inquiries, processing transactions, and act as subject matter experts as needed. Representatives are responsible for fax and/or email order processing and resolution of issues that may prevent orders from shipping, processing credit for product returns and product complaints. 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.

Requirements

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.

Nice To Haves

SAP, CRM, Salesforce, or Business Systems experience preferred.
Medical Device or Pharmaceutical experience strongly preferred.

Responsibilities

Receive and answer 60-80 customer inquiries regarding product orders, order status, lot number research, physician certification, product returns, requests for credits, product search, and pricing and services offered.
Ability to use critical thinking skills to resolve inquiries to meet service levels.
Support additional projects and requests as needed.
Partner with sales and other operational departments to provide exceptional customer service within designated service levels to complete order transactions and other informational call follow up.
Deliver an excellent customer experience, while acting in a professional and courteous manner.