Customer Experience Team Lead

Allergan Aesthetics • Austin, TX

1d

About The Position

The Customer Experience Team Lead supports staff training, team communications, performance auditing, and project management for the Supervisor or Manager. The lead provides secondary support for inbound and escalated inquiries, processes transactions as needed, and helps oversee team order processing, order auditing, and resolution of issues that could prevent orders from shipping. Limited offsite work and travel may be required.

Under general supervision, the role processes customer requests related to product programs accurately, promptly, and professionally. It fosters positive customer and team interactions and builds strong customer relationships. The lead conducts coaching on computer and software use, interpersonal skills, quality and process issues, and product knowledge; identifies development opportunities; and provides performance feedback using daily metrics and reports. The role also consults with management, supervisors, and employees to understand training needs and changes in policies, procedures, regulations, business initiatives, and technologies, and reports on employee progress and metrics while maintaining performance records.

The employee must comply with Allergan’s internal requirements and applicable regulations, including policies and objectives concerning ethics, environmental health and safety, finance, human resources, and general business. The position solves problems based on practice and precedent and requires knowledge and experience in its discipline while continuing to develop higher-level knowledge and skills.

Requirements

• Minimum one to two years of experience leading people in customer service or a customer-facing environment, or experience as a resource, subject matter expert, or in a related position.
• Proven ability in teaching, facilitation, and creative problem solving.
• Effective presentation, document-writing, and coaching communication skills.
• Excellent time-management skills.
• Ability to help assess organizational training and team needs.
• Ability to independently manage multiple competing priorities while maintaining excellent communication and customer service.
• Ability to perform accurate and complete work within deadlines, with or without direct supervision.
• Ability to take initiative and make decisions.
• Excellent skills with Microsoft Office, including Word, PowerPoint, Outlook, and Excel.
• Ability to learn and adapt to new technologies and changing processes.
• Bachelor’s degree or equivalent experience in Business or a related field; a university degree or equivalent combination of education and experience is required.
• Typically requires 2–4 years of experience.

Nice To Haves

• SAP, ERP, or business systems experience.
• Presentation experience using flexible delivery methods and tools or technology, including lecture, computer-based or computer-assisted instruction, facilitation, and cooperative learning.
• Medical device or pharmaceutical experience.

Responsibilities

• Support staff training, team communications, staff auditing and performance, and project management for the Supervisor or Manager.
• Provide secondary support for inbound and escalated inquiries and process transactions as needed.
• Assist with oversight of team member order processing and auditing, and resolve issues that may prevent orders from shipping.
• Process customer requests related to product programs accurately, promptly, and professionally.
• Foster positive customer and team interactions and build strong customer relationships.
• Conduct coaching on computer and software use, interpersonal skills, quality and process issues, and product knowledge.
• Consult with management, supervisors, and employees to understand ongoing training needs and changes in policies, procedures, regulations, business initiatives, and technologies.
• Report on employee progress and metrics and maintain performance records.
• Identify opportunities for team members’ career and personal skill development.
• Provide coaching and performance feedback to CXRs by analyzing daily metrics and reports.
• Comply with Allergan internal requirements and applicable regulatory requirements.

Benefits

• Paid time off, including vacation, holidays, and sick leave.
• Medical, dental, and vision insurance for eligible employees.
• 401(k) for eligible employees.
• Eligibility to participate in short-term incentive programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level