About AbbVie
At Allergan Aesthetics, an AbbVie company, we develop, manufacture, and market a portfolio of leading aesthetics brands and products. Our aesthetics portfolio includes facial injectables, body contouring, plastics, skin care, and more. Our goal is to consistently provide our customers with innovation, education, exceptional service, and a commitment to excellence, all with a personal touch. For more information, visit https://global.allerganaesthetics.com/. Follow Allergan Aesthetics on LinkedIn.
Job DescriptionThe 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.
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 bachelor’s 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 InformationApplicable 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 Company's sole and absolute discretion unless and until paid and may be modified at the Company’s 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 https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html
US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:
https://www.abbvie.com/join-us/reasonable-accommodations.html
Skills Required
- High school diploma or equivalent
- 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 of SAP or another enterprise resource planning system
- Analytical, critical-thinking, and problem-solving skills, including root-cause analysis and communicating 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 collaborate effectively
- Ability to perform accurate and complete work within deadlines with limited day-to-day supervision
- Ability to adjust priorities based on customer impact, operational risk, and business needs
- Associate or bachelor's 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
AbbVie Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about AbbVie and has not been reviewed or approved by AbbVie.
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Retirement Support — Retirement programs are portrayed as a standout, with a dollar‑for‑dollar 401(k) match up to 6% and an additional annual company contribution based on age and service. Feedback suggests this materially boosts perceived total compensation for many U.S. employees.
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Parental & Family Support — Paid parental and caregiver leave are emphasized, including up to 12 weeks of fully paid parental leave for all parents and 4 weeks of paid caregiver leave in the U.S. Feedback suggests these policies are a meaningful differentiator for employees balancing family needs.
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Leave & Time Off Breadth — Time off is described as extensive, with tiered vacation that scales with tenure, 17 company holidays, and two paid volunteer days in the U.S. Feedback suggests the breadth of leave contributes notably to overall benefits satisfaction.
AbbVie Insights
What We Do
AbbVie is a global biopharmaceutical company focused on creating medicines and solutions that put impact first — for patients, communities, and our world. We aim to address complex health issues and enhance people's lives through our core therapeutic areas: immunology, oncology, neuroscience, eye care, aesthetics and other areas of unmet need.
