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Customer Service Representative I - Eye Care

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Customer Service
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187022 Requisition #
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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
 
Eye Care Support: Manage direct to physician orders placed via phone, fax, email, sales rep, and resolution of issues that may prevent orders from shipping; Provide Field Sales support; Address a wide range of inquiries/requests, investigate and resolve issues. Facilitate new account setup and account changes; Validate pricing eligibility and facilitate pricing setup; Provisioning and navigation support for Allergan Direct online ordering for customers; Process complaints, returns, and replacements; Provide Eye Care customer support. Under general supervision, Customer Service Representatives process customer and Field 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 to support customers and Field Sales.
 
Main Areas of Responsibilities
  • Receives and answers customer, patient, and field inquiries and requests regarding: product orders, order status, serial/lot number research, product returns and replacements, requests for credit, literature and samples, pricing, account setup and changes, services and programs offered, first level technical support.
  • Triage calls to appropriate group
  • Partners 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.
  • Provides excellent customer service while acting in a professional and courteous manner at all times.
  • Enroll participants in educational seminars
  • Collect demographic data and disposition for product, sample and literature fulfillment
  • Proactively identifies areas of opportunity and presents them to team leadership.
  • Process product return and replacement requests.
  • Submits requests for credit, refunds and price corrections, when required.
  • Completes follow-up informational calls, emails and/or case updates to customers and sales representatives within service level requirements.
  • Utilizes reports to monitor, track and ensure completion of work as needed.
  • Read, analyze, and interpret common product information, financial reports and legal documents
  • Resolves issues and answers questions with highest degree of quality and accuracy in accordance with company vision and values. Ethically and responsibly complies with all company standards, guidelines, standard operating procedures and all applicable laws.
  • Maintains confidential information including, but not limited to, proprietary corporate information, specifications of products, product information, customer information and personal performance.
Requirements
The following listed requirements need to be met at a minimum level to be considered for the job:
  • 1-3 years of Customer Service experience
  • Skill in demonstrating professional phone manner
  • Ability to communicate effectively, orally and in writing, with employees and all other internal/external contacts
  • Perform accurate and complete work, within deadlines, with or without direct supervision
  • Ability to effectively handle and lead multiple tasks/projects independently
  • Excellent organizational skills, attention to detail, and ability to prioritize
  • Experience working in a team-oriented, collaborative environment
  • Ability to learn and adapt to new technologies and changing processes
  • Experience working with Microsoft Office Suite
  • Ability to memorize key details regarding eligibility and qualifications for multiple programs
 
Preferred Skills/Qualification
The below skills are attributes that may not be mandatory but are desired in the ideal candidate.
  • SAP, or other ERP experience
  • Previous leadership roles or demonstrated ability to lead
  • Ability to take initiative and make decisions
  • Medical Device or Pharmaceutical Strongly preferred
 
Education
  • Associate Degree or High School Diploma and equivalent relevant experience.
 

Equal Employment Opportunity Employer


Allergan is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other protected status.

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