Job Description
Description de l'entrepriseAllergan Esthétique, une société d’AbbVie, met au point, fabrique et commercialise une gamme de marques et de produits phares du domaine de l’esthétique, y compris des produits de comblement facial injectables, le remodelage du corps, la chirurgie plastique, les soins de la peau et plus encore. Son objectif est d’offrir à ses clients des solutions novatrices, de l’information, un service exceptionnel et un engagement à l’égard de l’excellence, le tout avec une touche personnelle. Pour en savoir plus, visitez le global.allerganaesthetics.com/. Suivez Allergan Esthétique sur LinkedIn.Description du posteJoining Allergan Aesthetics (AA), an AbbVie company means you will be part of a team of outstanding professionals dedicated to making a remarkable impact on patients’ lives. AA exists to empower confidence for consumers and customers, creating products and technologies that drive the advancement of aesthetic medicine. We believe in the power of shaping your own life, your own business, your own look – and we continue to evolve our business around the needs of those we serve. United by our shared belief in what we do and a commitment to doing what is right, we bring our best every day to empower confidence.The Customer Service Supervisor is a full-time permanent position based in AbbVie’s Markham Head Office, reporting to the Head of Trade, Pricing & Customer Service.This position will be responsible for supervising a team of CSR’s, in providing day-to-day customer service support for our external customers, as well as internal cross-functional partners. The ideal candidate will lead a CSR team to manage order requests, investigate queries, provide end-to-end order support while fostering exceptional customer experience.The Customer Service Supervisor will also support in the creation/maintenance of relevant SOP, work process documents; KPI dashboard design, tracking; onboarding training; ad-hoc promotional system set-up and order support; online orders/account set-up; as well as processing returns, samples, training products.RESPONSIBILITIESManage team of CSR’s to provide general customer service support for external customers and internal cross-functional partnersSupervise and/or directly process order requests, handle inquiries, investigate order blocks, ensure outstanding order cases are resolved in a timely mannerEvaluate existing procedures/systems, to identify process improvement opportunitiesIdentify and support product up-sell opportunitiesLiasing with cross functional partners, including Sales, Supply, Accounts Receivable, warehouse…etc., to resolve order issues in a timely mannerSupport ad-hoc SAP report requestsDaily SAP order monitoring, including open orders through to invoicing and deliveryResolve various SAP order blocks, errors and releases, including returns managementLeading and supporting team towards increased online ordering portal utilizationDrive clarity & improvements on work processes, support the creation/maintenance of relevant SOP’s and work process documentsDetermine KPI metrics for on-going measuring, design & implement dashboards to support continuous/automated monitoringProfessionally handle incoming phone calls and email requests from customers/Sales Representatives, when required, to ensure requests are resolved promptlyComplete follow-up calls, emails and/or updates to customers, sales representativesReceive, document, and resolve customer/sales/end-users interactions, complaints and triage to appropriate department if further support or guidance is requiredFirst level escalation supportMaintain on-going partnership with Customer Service managers, co-leading weekly Team meetings and providing monthly performance reportingProvide key updates communication to broader organization as requiredOne-to-one on-boarding/training/coaching with direct reportsAdhere to customer service standards, call quality, and all internal policiesAny other Customer Service tasks as requiredQualificationsFluency in English and FrenchUniversity Degree/College Diploma; Postgraduate Degree preferredMin. of 5 years of relevant experience in a customer service/call centre environmentKnowledge and experience with SAP a must – ECC, Order to Cash or comparable order management systemsExperience in the pharmaceutical/medical aesthetics industry is a strong assetBuilding Strategic Work Relationships: Able to foster cross functional collaboration to drive win-win, demonstrates high interrelation, consultative, social skills, interacts internally and externally, able to lead and influence, has a solutions-oriented team-player mindsetProject Management: self-starter who can propose new ideas, organize project in a structured manner, map key project milestones and timing, define roles & responsibilities, and demonstrates a proactive drive to ensure projects are completed in a timely mannerCan-Do Positive Attitude: self-aware of impacts on others, present genuine self to form positive/effective work relationships, magnifies diversity of markets, people and perspectives to drive mutually beneficial business outcomes in an open, optimistic and inclusive mannerExceptional attention to details with a sense of urgency and customer centricityOccasional business travel may be requiredWhy Allergan Aesthetics?We believe in the work that we do and together we create the products and technologies that drive the advancement of aesthetic medicine. Our principles are shaped to empower us to deliver on that promise:Making your practice our purpose (YPOP)Inclusive of all peoplePutting science at the coreCreating what’s nextConnecting to patients.We show up every day, energized by the chance to make a real difference in people’s lives. So, every day is one that counts. Aligning your interests with our imperatives as a business, you always have opportunities to step up and reach higher. So, we foster an inclusive, supportive environment where you’re empowered to ask questions, think big and build on each other's best ideas.Voted as a Great Place to Work consecutively, and around the globe, we pride ourselves in providing our employees with the flexibility to ensure a healthy work-life balance. We take our impact on the environment and society seriously, so we focus on ‘giving back’ regularly. We are committed to equity, equality, diversity, and inclusion (EED&I) - it is fundamental to who we are, and it is just how we “do good business.” This includes valuing diverse perspectives, creating an inclusive culture and treating all employees with dignity and respect.Informations complémentairesAbbVie s’engage à agir avec intégrité, à stimuler l’innovation, à transformer des vies, à servir la communauté et à favoriser la diversité et l’inclusion. Elle a pour politique d’employer les personnes les plus qualifiées sans aucune discrimination fondée sur la race, la couleur, la religion, l’origine nationale, l’âge, le sexe (y compris la grossesse), le handicap physique ou mental, l’état de santé, les caractéristiques génétiques, l’identité ou l’expression de genre, l’orientation sexuelle, l’état matrimonial, le statut protégé d’ancien combattant ou toute autre caractéristique protégée par la loi.Allergan Aesthetics
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