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

Customer Service Representative III - Customer Master

Austin, Texas, United States at

May 15, 2018Post Date

179977Requisition #

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 Master Specialists act as first-line representatives and second-line experts responsible for handling inbound call inquiries, escalated calls, processing transactions, assisting/leading staff training, and leading/assisting in projects. Specialists are responsible for new account creation, account maintenance, account auditing, and resolution of issues that may prevent creations of accounts. Under general supervision, processes customer requests related to account set-up in a timely, accurate and professional manner. Fosters the growth of a strong customer base through creating positive customer interactions and building strong customer relationships.

Specialists 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, and customer information.

  • Receives and answers customer inquiries including, but not limited to: new account creation, account maintenance, inquires about forms, sell-to policy, exclusions, residential shipping address inquiries, physician certifications, and etc.

  • Monitors real-time metrics and reprioritizes duties to maintain service level.

  • Acts as point of contact for the team when Manager is unavailable.

  • Act as a subject matter expert and assists or leads in training of new hires, and process updates.

  • Audits staff records and phone calls for accuracy and reports results and training solutions to team leadership.

  • Effectively uses approved “talking points” when communicating corporate policy.

  • Responds to level 1 escalated calls from internal/external customers avoiding litigious statements while providing information, education and assurance to customers regarding products or services.

  • 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.

  • Resolves issues and answers questions with highest degree of quality and accuracy in accordance with company vision & values. Ethically and responsibly complies with all company standards, guidelines, standard operating procedures and all applicable laws.

  • Proactively identifies opportunities for improvement and presents them to team leadership.

  • Submits requests for legal review, deviation on forms, and partner relationship linkage when required.

  • Completes follow-up informational calls, emails and/or case updates to customers and sales representatives within service level requirements.

  • Reads, analyzes, and interprets team and individual metrics to assist in the day-to-day operations; tracks team performance to ensure completion of work as needed

  • Monitor new/updated processes for the Customer Master team and collaborate with team leadership, or other departments on timely problem and issue escalation when possible/appropriate

  • Research inquiries in a professional and courteous manner, and work with Customer Master team members to identify and resolve escalated customer concerns in a timely matter potentially without direct Supervisor oversight. Partner with Team Lead and Supervisor to develop solutions to repeat customer concerns.

  • Accurately audit CRM cases for compliance with Allergan’s guidelines and Sell-to policy and demonstrate detailed documentation regarding invalid customer forms.


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 a plus

  • Experience working with Microsoft Office Suite.

  • SAP or other ERP experience preferred.

  • 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.

  • Experience with continuous improvement projects preferred.

  • Medical Device or Pharmaceutical experience strongly 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.