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Bilingual Customer Service Representative

4 months ago

Markham, Canada ABBVIE Full time

Joining AbbVie means, you will be part of a team of outstanding professionals dedicated to making a remarkable impact on patients' lives. At AbbVie, we conduct ground-breaking science on a global scale every day. AbbVie Canada is one of the Best Workplaces in Canada whereby 90% of our employees are proud to say they work for AbbVie and 88% are proud of how we contribute to the community.

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.

When choosing your career path, choose to be remarkable.

We are presently recruiting for a Customer Service Representative reporting to Supervisor, Customer Service, Trade, Pricing, and Customer Service. This is a full-time permanent position based in the Markham Head Office.

**Responsibilities**:

- Maintain a positive, empathetic, and professional attitude towards customers and Sales Representatives at all times
- Account/Order Management - specialized, dedicated service, includes account verification along with accurately processing customer requests, orders, tracking, issue management
- and first call resolution wherever possible
- Provide support for new customers and customers using our online ordering portal
- CSR will receive, document, and resolve customer/sales/patient interactions, complaints and triage to appropriate department if further support or guidance is required
- Responsible for monitoring daily sales orders/transactions to ensure completion
- Proactively identify opportunities for process improvement and presents them to leadership team
- Successfully develop, collaborate, and maintain cross functional relationships with other teams to ensure task completion
- Adhere to customer service standards, call quality, policies, and procedures
- Actively contribute to Abbvie Ways We Work
- Any other tasks as required

**Desired Minimum Requirements**:

- Fluent in English and French
- College Diploma/University Degree or Related Post-Secondary Education
- Experience in the pharmaceutical or medical aesthetics industry is a strong asset
- Knowledge and experience with SAP - ECC, Order to Cash or comparable order management systems
- Great pride in ensuring positive overall customer/patient experience
- Technical savviness and comfort navigating through multiple systems
- Experience working in a team-oriented, high team engagement and collaborative environment is a must
- Experience with various browsers (Google, Outlook, etc.)
- Strong service orientation and experience in customer service or professional services environment

**Essential Skills and Abilities**:

- Ability to communicate professionally and effectively, verbally and in writing
- Experience working in a team-oriented, collaborative environment
- Attention to detail/order accuracy
- Problem solving, critical thinking and logical reasoning
- Sense of ownership and ability to deal with issues with a sense of urgency
- Emotional intelligence, good judgment, composure under pressure
- Excellent organizational skills and ability to prioritize
- Takes personal responsibility for delivering on commitments and promises and closing off issues
- Seeks feedback to improve and is open minded about being coached or mentored

AbbVie is an equal opportunity employer and encourages women, Aboriginal people, persons with disabilities and members of visible minorities to apply.

**Covid vaccination new hires amendments**:
Full vaccination against COVID-19 is a condition of employment for this position, with possible accommodation for validated exemptions, within the limits of applicable legislation. AbbVie employees are also required to comply with any COVID-19 related external requirements, including any testing requirements, applicable to their work activities outside AbbVie premises (for example, travelling and visiting stakeholders and customers).