Supervisor, Customer Service

About Allergan Aesthetics
At Allergan Aesthetics, an AbbVie company, we develop, manufacture, and market a portfolio of leading aesthetics brands and products. Our aesthetics portfolio includes facial injectables, body contouring, plastics, skin care, and more. Our goal is to consistently provide our customers with innovation, education, exceptional service, and a commitment to excellence, all with a personal touch. For more information, visit www.AllerganAesthetics.com.

Job Description

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.

Position Overview

Customer Operations Supervisor – Medical Aesthetic Devices (Body Contouring & DiamondGlow)

 

Customer Operations Supervisor is responsible for extensive understanding of Allergan Aesthetic products and processes. Must be able to analyze and interpret KPIs (Key Performance Indicators). Review and draw conclusions from various databases. The Customer Operations Supervisor serves as the Tier 1 escalation point for the Customer Operations team. Understands the order to cash process from initial quote through revenue recognition, has a strong knowledge of SFDC and overall account management. Uses excellent communications skills and has outstanding organizational skills. Has innovative strategic thinking and exemplary multi-tasking skills with the ability to supervise and execute strategic projects in a timely manner.

 

Main Areas of Responsibility:

 

• Effectively leads, mentors, and provides guidance to the Customer Operations team
• Serves as first point of contact for escalations
• Maintains knowledge of current sales and marketing programs and provides training, as needed
• Manages metrics for tracking on-time shipments to assure orders are processed and meet customer delivery expectations.
• Oversees the CoolAssurance program including customer notifications and reports on associated metrics.
• Oversees the North America region demo/consignment process
• Supervises, mentors, and provides guidance on projects that involve Customer Operations
• Tracks and reports metrics to management including call and order processing stats. 
• Coordinates and maintain daily phone schedule to ensure maximum coverage.
• Maintains and updates department procedures.  Ensures proper communication and training has occurred within the team.
• Assists with onboarding process of new employees coordinating daily training activities.

• Proactively seeks ways to improve the processes and drive efficiencies with customer operations activities.
• Represents the Customer Operations Senior Manager in team meetings, as needed

• Perform other related duties as assigned.

 

Skills and Abilities

• Have excellent verbal and written communication skills and communicates clearly and professionally
• Exercises judgment and acts independently within appropriate limits of authority

• Strong working knowledge of Microsoft Office and Saleforce.com
• Clarifies responsibilities of agents, modifying plans as necessary and anticipates and adjusts for problems and roadblocks.

Qualifications

Preferred Requirements:

• Associate degree or equivalent combination of education and experience 
• A minimum of 4-6 years related experience
• Previous experience with medical devices, capital equipment, or similar

 

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
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.
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.