AbbVie’s mission is to discover and deliver innovative medicines that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people’s lives across several key therapeutic areas: immunology, oncology, neuroscience, eye care, virology, women’s health and gastroenterology, in addition to products and services across its Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on Twitter, Facebook, Instagram, YouTube and LinkedIn.
**Note- we are accepting applications now, with recruitment activity commencing early January 2021**
We have this excellent opportunity for a full time Customer Service Representative to join our busy and experienced Customer Service team in our Sydney office.
If you love solving problems and take pride in providing and maintaining a high standard of customer service, then this could be the role for you. #LI-DL1
Key responsibilities for this role are:
Fulfilling the role as first-line telephone contact and interface with external & internal (sales teams) customers.
Answer inbound calls promptly and in accordance with Team KPIs.
Responding in a friendly, professional and customer-focused manner, ensuring First Call Resolution.
Developing relationships with key customers.
Ensuring all customer enquiries are acted on appropriately & recorded.
Responding to all customer telephone enquiries on the day of receipt and follow-up where necessary and in a timely manner.
Advising customers of deals and promotions to optimise Allergan sales.
Handling customer complaints and forwarding to appropriate areas for resolution as required.
Customer Enquiry Management – Email Customer Service
Ensure all enquiries are actioned within 24 hours of receipt, providing thorough and accurate information.
Ensure all phone, fax and email orders are entered into SAP within 1 day of receipt and achieving a minimum order entry accuracy rate of 99%.
Specific product orders to be processed on the day of receipt.
Process returns and credits within specified timelines and in liaison with Accounts Receivable.
Process export orders ensuring they are dispatched on time and liaise with warehouse staff.
Order Follow up
Liaising and following-up with transport companies, ensuring Allergan service meets customer expectations of prompt delivery times.
Providing proof of deliveries as required to help resolve outstanding accounts.
Ensuring customers are informed on estimated delivery dates of backorders as required.
Ensuring any consignment stock issues are investigated and closed out.
Customer Service Support
Providing customer service support to internal employees including Territory Managers.
Processing Clinical Specialist and Territory Manager orders into SAP including samples.
Act as a conduit to field based personnel for customer enquiries and requests.
Communicating with the warehouse and customers where required on issues related to expired stock, including responsibility for making decisions on approval or rejection of customer credits.
Assisting with the SAP Customer Master file including setting up new accounts and updating existing accounts in a timely and accurate manner.
Administration / Reporting
Performing other admin tasks as requested. These tasks may include but not be limited to:
Allergan Direct Online Ordering Administration
Management of Blocked Orders
Breast Implant Returns and Invoice Management
Maintenance of Word & Excel documents as required
Providing support to Customer Service Manager, Logistics Manager and Customer Service Database Administrator.
Qualifications, skills and experience
Approximately three to five years experience working in a similar Customer Service role.
Experience working within the pharmaceutical or medical devices industries an advantage.
Successful completion of TAFE or Higher School certificate at a minimum
Professional verbal communication and telephony skills.
Ability to prioritise and work under pressure.
A keen attention to detail and accuracy in relation to data input and follow up
Strong liking and skill in solving customer problems
Intermediate skills in Microsoft Word, Excel and Outlook.
Experience using SAP order entry modules an advantage.
Candidates must be currently living in Australia with appropriate residency visa and work rights.
You will be joining our company at an exciting growth time. A competitive salary package and other benefits are offered in a proactive, fast acting, results driven environment with support programs for your continuous learning, development and career growth.
Click Apply – and apply online with your CV
Who are we?
Visit the AbbVie website at www.abbvie.com and learn more about AbbVie and Allergan Aesthetics, an AbbVie Company and our therapeutic areas, the products within them, the disease states we treat, the patients we help, the new treatment areas we are pursuing and the amazing people who are working on these products and future treatments.
Equal Employment Opportunity
At AbbVie, we value bringing together individuals from diverse backgrounds to develop new and innovative solutions for patients. As an equal opportunity employer we do not discriminate on the basis of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information gender identity or expression, sexual orientation, marital status, protected veteran status, or any other legally protected characteristic.