Allergan Customer Service Representative II - Customer Master in Austin, Texas

Customer Service Representative II - Customer Master

Austin, Texas, United States at

May 15, 2018Post Date

179978Requisition #

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

Customer Service Representatives (CSRs) serve as first-line representatives responsible for handling inbound/outbound call inquiries, processing transactions, and act as subject matter experts as needed. Representatives are responsible for being on the New Accounts phone queue, set up and maintenance of SAP customer accounts, and verifying physician medical licenses. Under general supervision, Customer Service Representatives process customer 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.

CSRs conduct their work activities in compliance with all Allergan internal requirements and with applicable regulatory requirements. Allergan internal requirements include compliance with ethics, environmental health and safety, financial, human resources and general business policies. All calls are subject to monitoring, recording for quality assurance, coaching, training and development purposes.

Main Areas of Responsibilities

  • Maintains confidential information including, but not limited to, proprietary corporate information, specifications of products, product information, customer information and personal performance.

  • Responsible for offline backlog processing. Manage incoming emails/fax boxes. Responsible for inbound/outbound phone call to respond to customer inquiries. 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.

  • Research and accurately create and update SAP Customer Master database files to meet customer's special requirements and to ensure integrity of the database. Validate all incoming data on new account request form and updates all status as required. Determine correct account linkages to ensure accurate order processing and reporting.

  • Acts as Subject Matter Expert who knows current job well enough to coach and/or train as needed.

  • Proactively identifies areas of opportunity and presents them to team leadership.

  • Assumes responsibility for at least one specialized duty.

  • Ensure proper research is conducted and guidelines are followed for residential addresses. Research and validate physician licensing information for all account creations. Create and update license validation accounts and/or gel certifications accounts as needed.

  • Work cross functionally to resolve master data issues and guarantee existing data is accurate, consistent and complete. Maintain appropriate Customer Master blocks.

  • Effectively manage the CRM and Docusign process to ensure data packets are received complete and not altered prior to account creation. Ensure customers are set up for functionality on Allergan Direct and AllerganOne as well as email invoice requirements.

  • Reads, analyzes, and interprets common scientific or technical information, financial reports and legal documents.


The following listed requirements need to be met at a minimum level to be considered for the job:

  • High School diploma required; Associate’s or Bachelor’s degree in Business, Finance or Accounting preferred

  • 2-3 years of Customer Service Related Experience Required

  • Experience working with Microsoft Office Suite.

  • Skill in demonstrating professional phone manner

  • Previous leadership roles or demonstrated ability to lead

  • Experience working in a team-oriented, collaborative environment

  • Ability to communicate effectively, orally and in writing, with employees and all other internal/external contacts

  • Ability to learn and adapt to new technologies and changing processes

  • Excellent organizational skills and ability to prioritize

  • Ability to take initiative and make decisions

  • Ability to effectively handle and lead multiple tasks/projects independently

  • Perform accurate and complete work, within deadlines, with or without direct supervision

  • 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 definitely desired in the ideal candidate.

  • SAP or other ERP experience preferred.

  • Medical Device or Pharmaceutical experience strongly preferred.

  • Experience with continuous improvement projects preferred.


  • High School diploma required; associate’s or bachelor’s degree a plus

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.