Field Sales Support Agent

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 www.abbvie.com . Follow @abbvie on Twitter , Facebook , Instagram , YouTube and LinkedIn .

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 pharmaceutical, device, biologic, surgical and regenerative medicine products for patients around the world.

Allergan markets a portfolio of leading brands and best-in-class products for the central nervous system, eye care, medical aesthetics and dermatology, gastroenterology, women's health, urology and anti-infective 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 every day.

Allergan is a company that will inspire you to aim high with your ambition. Where you can build bridges all over the world. Where you can power ideas that drive change. And where you will act fast and drive results for customers and patients. Power your future & join our bold team.

Position Overview

Field Sales Support Agent (FSSA) - Medical Aesthetic Devices (CoolSculpting & DiamondGlow)

Field Sales Support Agent (FSSA) serve as first-line support for our Allergan Field Sales Team and our customers. The FSSA is responsible for handling inbound/outbound call inquiries, processing a variety of transactions, and act as subject matter experts. Under general supervision, the FSSA processes customer and Allergan Sales Representatives' requests in a timely, accurate and professional manner, while assisting in improving workflows and internal processing as needed. FSSA fosters strong relationships with customers and Sales Representatives by creating positive interactions and building bridges.

The employee must conduct their work activities in compliance with all Allergan internal requirements and with all applicable regulatory requirements. Allergan internal requirements include compliance with ethics, environmental health and safety, financial, human resources, and general business policies, requirements, and objectives.

Main Areas of Responsibility:
• Handle 80-100 calls/requests per day providing exceptional customer service within service levels
• Serve as liaison between direct sales personnel, customers and various entities at the organization
• Process orders from direct customers and/or Allergan Sales Representatives
• Manage North America queue inbox for all cases
• Utilize SAP/CRM to create orders for consumables, sales trunk stock, non-revenue orders and fulfills assigned order to cash responsibilities
• Create and maintain CoolNet and Physician Locators
• Process returns and replacements in a timely manner
• Maintain SFDC to contain updated customer and field personnel information
• Act as a subject matter expert for designated Allergan sales and marketing programs and assist internal and external customers with inquiries
• Partner with MAD Lead to research inquires to identify and resolve customer concerns in a timely matter
• Perform other related duties as assigned.

Qualifications

Skills and Abilities
• Exceptional phone etiquette and good listening skills
• Takes initiative and makes decisions
• Ability to work in a team-oriented, collaborative environment and independently
• Learns and adapts to new technologies and changing processes
• Strong ability to multi-task and prioritize with excellent organizational and communication skills
• Critical Thinking - Perform accurate and complete work, within deadlines, with or without direct supervision
• Communicate effectively with employees and internal/external contacts

Preferred Requirements:
• Experience with SAP/CRM and/or other order management systems
• Strong working knowledge of Microsoft Office and SalesForce.com
• Medical Device or Pharmaceutical experience
• Associate degree or equivalent combination of education and experience.
• 3+ years of Customer Service

Significant Work Activities
Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)
Travel
No
Job Type
Experienced
Schedule
Full-time
Job Level Code
IC
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.