Customer Experience Representative I - Digital Orders

Austin, TX, United States
Jan 14, 2021
Required Education
Associate Degree
Position Type
Full time
About AbbVie
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 . Follow @abbvie on Twitter , Facebook , Instagram , YouTube and LinkedIn .

Position Overview

ACT (Aesthetics, Consumables, Therapeutics) customer service receives digital inquiries from GPOs, Hospitals, individual practices, internal Sales personnel, and administrative personnel to support order fulfillment. These methods can include but not be limited to Fax, Email, EDI, for Botox Therapeutic/Cosmetic, Juvéderm, Latisse, SkinMedica, DiamondGlow/CoolScupting, etc.

Customer Experience Representatives (CXRs) serve as first-line representatives responsible for handling inbound/outbound inquiries (80-100 orders/day), 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 Experience Representatives process 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.

Main Areas of Responsibilities
  • Handle 80-100 orders/day regarding product orders; order status; product returns; returns for credit; delivery status
  • Partner with Allergan Sales Representatives and clients to provide exceptional customer service within designated Service Levels to complete order transactions and other informational call follow up
  • Manage escalations for customer inquiries and route to the appropriate team/agent
  • Understand and be proficient in various digital channels and brands
  • Able to flex between working autonomously and team collaboration when necessary
  • Provide excellent customer service while acting in a professional and courteous manner at all times



The following listed requirements need to be met at a minimum level to be considered for the job:
  • At least 1-2 years of Customer Service experience
  • Experience working with Microsoft Office Suite
  • Attention to detail & multi-tasking ability
  • Associate Degree OR High School Diploma and equivalent relevant experience.

Preferred Skills/Qualification
  • SAP or other ERP experience
  • Medical Device or Pharmaceutical Strongly preferred
  • Bachelor's Degree

Significant Work Activities
Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)
Job Type
Job Level Code
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.