Customer Experience Rep I - Eye Care

Position Overview

Oversee direct-to-physician and wholesaler orders received via phone, fax, email, and sales representatives, ensuring the prompt resolution of any issues that could delay order fulfillment. Provide comprehensive Field Sales support and address a wide range of customer inquiries and requests, investigating and resolving issues as they arise. Facilitate new account setup and account modifications, validate pricing eligibility, and coordinate pricing setup. Offer guidance and navigation support for customers using our online ordering platforms. Process complaints, product returns, and replacements, and deliver dedicated Eye Care customer support. Under general supervision, Customer Service Representatives respond to customer and Field Sales requests promptly and accurately, fostering the growth of a loyal customer base by delivering positive interactions and building strong, supportive relationships.

Main Areas of Responsibilities

• Provide excellent customer service while acting professionally, and courteously at all times
• Respond promptly and professionally to customer and patient field inquiries, addressing requests related to product orders, order status, serial and lot number research, product returns and replacements, credit requests, literature and sample fulfillment, pricing information, account setup and updates, available services and programs, and provide navigation support for mobile applications
• Complete follow-up information calls, emails, and/or case updates to customers and sales representatives within service level requirements
• Proactively monitor open orders daily to ensure timely shipping and invoicing, and to prevent any potential delays
• Participate in quarterly audits for consignment inventory and reconcile any outstanding issues
• Collect demographic data and disposition for product, sample, and literature fulfillment
• Utilize reports to monitor, track, and ensure completion of work as required
• Resolve issues and address inquiries with the highest level of quality and accuracy, consistently aligning with the company's vision and values. Uphold ethical standards and responsibly adhere to all company policies, guidelines, standard operating procedures, and applicable laws
• Maintain confidential information including, but not limited to, proprietary corporate information, specifications of products, product information, customer information, and personal performance

Requirements

• 1-3 years of Customer Service experience
• Demonstrate ability to communicate clearly and professionally, both verbally and in writing, with employees, customers, and all internal and external stakeholders
• Perform accurate and complete work, within deadlines, with or without direct supervision
• Competency to effectively handle multiple tasks/projects independently
• Excellent organizational skills, attention to detail, and ability to prioritize
• Experience working in a team-oriented, collaborative environment
• Aptitude to learn and adapt to new technologies and changing processes
•  Capacity to memorize key details regarding eligibility and qualifications across multiple product categories
• Proficiency working with Microsoft Office Suite
• Ability to work onsite at minimum three days per week, specifically Tuesday, Wednesday, and Thursday

Preferred Skills/Qualification.

• SAP and Salesforce platform experience
• Ability to take initiative and make decisions
• Medical Device or Pharmaceutical Strongly preferred

Education

• Associate degree or High School Diploma and equivalent relevant experience

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law: ​

• The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time ofthis posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location,and we may ultimately pay more or less than the posted range. This range may be modified in the future. ​

• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.​

• This job is eligible to participate in our short-term incentive programs. ​

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of anybonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's soleand absolute discretion unless and until paid and may be modified at the Company’s sole and absolute discretion, consistent with applicable law. 

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community.  Equal Opportunity Employer/Veterans/Disabled. 

US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html

US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:

https://www.abbvie.com/join-us/reasonable-accommodations.html