Aesthetics Customer Experience Rep III, Process Specialist

The Facial Aesthetics Customer Experience Representative III Process Specialist supports efficient compliant and reliable customer operations by serving as a subject matter expert for complex order distribution account reporting and system processes. This role resolves operational exceptions identifies trends and process improvements supports reporting and system testing and partners with cross-functional teams to improve workflows and customer outcomes.

The Process Specialist also supports team capability through process documentation knowledge sharing training and escalation support while ensuring work is completed accurately and in accordance with established procedures and compliance requirements.

Responsibilities

Process Improvement and Compliance

• Optimize workflows and resolve recurring process issues related to orders accounts distribution master data licensing and compliance.
• Analyze root causes and trends implement or recommend corrective actions and escalate technical or operational issues as appropriate.
• Partner with cross-functional teams to improve process performance while following established procedures and compliance requirements.

Order and Distribution Support

• Monitor open orders and resolve complex fulfillment issues including order blocks backorders inventory constraints shipping or delivery exceptions and other distribution-related issues.
• Coordinate with internal and external partners to resolve exceptions and support business-critical activities including end-of-quarter order management.
• Execute approved mass transactions and provide secondary support for escalated customer or operational needs.

Data Management Reporting and Audit Support

• Develop and analyze operational reports to monitor order fulfillment inventory customer master data compliance and emerging issues.
• Research order and account activity support audits or investigations and coordinate corrections when data is incomplete or inconsistent across systems.
•  Summarize trends risks findings and recommended actions for leadership and business partners.

System Process and Team Support               

• Support system implementations integrations releases and upgrades through functional and user acceptance testing and post-implementation monitoring.
• Serve as a subject matter expert and escalation resource for complex order distribution account reporting and system processes.
• Develop and maintain process documentation work instructions training materials and troubleshooting resources; train and mentor team members on specialized processes and tools.
• Identify and champion opportunities for process system and customer experience improvements.

Customer Experience and Professional Standards

• Resolve customer and business issues with accuracy urgency and professionalism while supporting a positive customer experience.
• Communicate effectively with customers Field Sales employees leaders technical teams and external partners.
• Maintain confidentiality and demonstrate collaboration accountability adaptability and continuous improvement.

Qualifications :

Required Qualifications

High school diploma or equivalent required 

Progressive experience in customer service customer operations order management distribution or a related customer-facing environment.

Experience resolving complex operational issues and coordinating work across multiple teams.

Working knowledge of Microsoft Office applications including advanced spreadsheet skills for reporting reconciliation and data analysis.

Expert knowledge with SAP or another enterprise resource planning system.

Demonstrated analytical critical-thinking and problem-solving skills including the ability to identify patterns determine root causes and communicate clear conclusions.

Strong organization planning and prioritization skills with the ability to manage multiple responsibilities independently and accurately.

Effective verbal and written communication skills including process documentation training and presentation skills.

Ability to learn new technologies adapt to changing processes and priorities and work effectively in a collaborative environment.

Ability to perform accurate and complete work within deadlines with limited day-to-day supervision.

Ability to adjust daily priorities based on customer impact operational risk and business needs.

Preferred Qualifications

Associate or bachelors degree or equivalent relevant experience.

Experience with Salesforce NICE inContact Power BI Moxie MedPro Winshuttle database query tools or comparable platforms.

Experience with functional acceptance testing user acceptance testing system implementations or process enhancement projects.

Experience developing reports performing audits or reconciliations and documenting operational procedures.

Medical device pharmaceutical regulated-industry or third-party logistics experience.

Knowledge of continuous improvement principles and change-management practices.

Ability to work offsite or travel on a limited basis when business needs require.

Additional Information :

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law: 

• The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at  the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors  including  geographic location and we may ultimately  pay more or less than the posted range. This range may be  modified in the future. 

• We offer a comprehensive package of benefits including paid time off (vacation holidays sick) medical/dental/vision insurance and 401(k) to eligible employees.

• This job is eligible to  participate in our short-term incentive programs.  

Note: No amount of pay is  considered to be wages or compensation until such amount is earned  vested  and determinable. The amount and availability of  any bonus commission incentive benefits or any other form of compensation and benefits that are allocable to a   particular employee  remains in the Companys sole and absolute discretion unless and until paid and may be  modified at the Companys sole and absolute discretion  consistent with applicable law. 

AbbVie is an equal opportunity employer and is committed to operating with integrity driving innovation transforming lives and serving our community. Equal Opportunity Employer/Veterans/Disabled. 

US & Puerto Rico only - to learn more visit  & Puerto Rico applicants seeking a reasonable accommodation click here to learn more:

Work :

No

Employment Type :

Full-time