Customer Experience Team Lead

Allergan Aesthetics, an AbbVie company, develops, manufactures, and markets a portfolio of leading aesthetics brands including facial injectables, body contouring, plastics, and skin care. Allergan operates commercial operations in approximately 100 countries, delivering innovative treatments across central nervous system, eye care, medical aesthetics, dermatology, gastroenterology, women's health, urology, anti-infective, and cardiovascular therapeutic categories.

About the role

Customer Experience Leads (CXRIV) are responsible for staff training, team communications, staff auditing and performance, and assistance to the Supervisor/Manager with project management. Leads provide secondary support for inbound and escalated inquiries, processing transactions as needed. They assist in oversight of team member order processing, order auditing, and resolution of issues that may prevent orders from shipping. Leads may be required to work offsite and travel on a limited basis. Under general supervision, the role processes customer requests related to product programs in a timely, accurate, and professional manner, fostering growth and customer relationships through positive interactions. The employee must conduct work activities in compliance with all Allergan internal requirements (ethics, environmental health and safety, financial, human resources, and general business policies) and all applicable regulatory requirements. The position requires knowledge and experience in the discipline while still acquiring higher-level knowledge and skills.

Responsibilities

• Foster the growth of individual team members by building strong relationships and build customer relationships by creating a positive customer experience.
• Conduct coaching sessions covering specified areas such as use of computers and software, interpersonal skills, quality and process issues, and product knowledge.
• Confer with management, supervisors, and employees to gain knowledge of work situations requiring ongoing training/continuing education, and to better understand ongoing changes in policies, procedures, regulations, business initiatives, and technologies.
• Report on employee progress and metrics; maintain records of performance.
• Identify areas of opportunity for development of skills for career and personal growth.
• Provide coaching and performance feedback to CXRs by analyzing daily metrics and reports.
• Solve problems based on practice and precedent.
• Conduct work activities in compliance with all Allergan internal requirements and all applicable regulatory requirements.

Qualifications

• Minimum one to two (1–2) years experience leading people in a customer service or customer-facing environment and/or as a resource, subject matter expert, or related position.
• Positive leader with proven ability in teaching, facilitation, and creative problem solving.
• Effective communication skills (presentation, document writing, coaching).
• Excellent time management skills.
• Ability to help assess organizational training/team needs.
• Ability to independently manage multiple, competing priorities while maintaining excellence in communication and customer service.
• Perform accurate and complete work within deadlines, with or without direct supervision.
• Ability to take initiative and make decisions.
• Possess excellent skills with MS Office (Word, PowerPoint, Outlook, and Excel).
• SAP, ERP, or Business Systems experience preferred.
• Possess solid presentation experience using flexible delivery methods (lecture, computer-based/assisted, facilitation, and cooperative learning) and tools/technology preferred.