Allergan Rep Customer Svc (Austin) in Austin, Texas

Rep Customer Svc (Austin)

Austin, Texas, United States at

Sep 01, 2016Post Date

150317Requisition #

Allergan plc (NYSE: AGN) is a bold, global pharmaceutical company and a leader in a new industry model – Growth Pharma. Allergan is focused on developing, manufacturing and commercializing branded pharmaceuticals and biologic products for patients around the world.

Allergan markets a portfolio of best-in-class products that provide novel treatments for the central nervous system, eye care, medical aesthetics and dermatology, gastroenterology, women's health, urology, anti-infective and cardiovascular therapeutic categories. With commercial operations in approximately 100 countries, Allergan is committed to working with physicians, healthcare providers and patients to deliver innovative and meaningful treatments that help people around the world live longer, healthier lives.

Our success is powered by our world-class team’s commitment to being Bold for Life. Together, we build bridges, power ideas, act fast and drive results for our customers and patients around the world by always doing what it is right.

Join one of the world’s fastest growing pharmaceutical companies!

At Allergan you will have the opportunity to thrive in a fast-paced, strategic environment where bold, innovative thinking isn’t just welcomed, it’s encouraged. Across all functions, we relish the opportunity to help our people fulfill their potential. Our rapid growth strategy means plenty of opportunities to step into the spotlight.

Position Description

Customer Service Representatives (CSRs) 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 fax and/or email order processing and resolution of issues that may prevent orders from shipping. Under general supervision, Customer Service Representatives process customer requests in a timely, accurate and professional manner. CSRs foster the growth of a strong customer base through creating positive interactions and building strong relationships.

CSRs conduct their work activities in compliance with all Allergan internal requirements and with applicable regulatory requirements. Allergan internal requirements include compliance with ethics, environmental health and safety, financial, human resources and general business policies. All calls are subject to monitoring, recording for quality assurance, coaching, training and development purposes.

Essential Duties and Responsibilities may include and are not limited to the following:

  1. Maintains confidential information including, but not limited to, proprietary corporate information, specifications of products, product information, customer information and personal performance.

  2. Receive and answer 75-125 customer inquiries regarding; product orders, order status, lot number research, product returns, requests for credit, product search, physician certification, pricing and services offered.

  3. Partner with Allergan Sales Representatives and our clients to provide customer service in accordance with Allergan Customer Operations service levels to complete phone, email, and fax order transactions accurately within specifications.

  4. Provide excellent customer service while acting in a professional and courteous manner at all times.

  5. Resolve issues and answer questions with highest degree of quality and accuracy in accordance with company vision & values. Ethically and responsibly comply with all company standards, guidelines, standard operating procedures and all applicable laws.

  6. Submits requests for credit, refunds and price corrections, when required.

  7. Processes product return requests.

  8. Provides follow-up informational calls, emails and/or case updates to customers and sales representatives within service level requirements.

  9. Utilizes reports to monitor, track and ensure completion of work as needed.

10.Read, analyze, and interpret common individual and department metrics.

Education and Experience

  • High School diploma required; associate’s or bachelor’s degree a plus.

  • Experience working with Microsoft Office Suite.

  • SAP or other ERP experience preferred.

  • Experience with continuous improvement projects preferred.

  • Medical Device or Pharmaceutical experience strongly preferred.

Additional Skills and Abilities

  • Skill in demonstrating professional phone manner

  • Previous leadership roles or demonstrated ability to lead

  • Experience working in a team-oriented, collaborative environment

  • Ability to communicate effectively, orally and in writing, with employees and all other internal/external contacts

  • Ability to learn and adapt to new technologies and changing processes

  • Excellent organizational skills and ability to prioritize

  • Ability to take initiative and make decisions

  • Ability to effectively handle and lead multiple tasks/projects independently

  • Perform accurate and complete work, within deadlines, with or without direct supervision

  • Ability to memorize key details regarding eligibility and qualifications for multiple programs

Physical Demands and Work Environment

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of the job, the employee is regularly required to stand, walk, sit, talk, hear and use hands repetitively. The employee is occasionally required to lift or move up to 25 lbs. Normal 20/20 vision ability (with corrective lenses, if needed) is required by this position.