This role is based out of our Markham office, and requires an in-office presence of 3 fixed days per week: Tuesdays, Wednesdays, and Thursdays. 

he Customer Service Representative will be responsible for providing high quality, professional day-to-day white glove service to customers and Sales Representatives. The ideal candidate will manage requests/queries and provide support with an emphasis on building and nurturing customer relationships.  This position fulfills customer orders, provides support for new accounts, assists the Sales Team with requests, as well as ensures adherence to customer service standards.

KEY RESPONSIBILITIES:

• Professionally handle incoming phone/email requests from customers/Sales Representatives to ensure that requests are resolved promptly and thoroughly
• Maintain a positive, empathetic, and professional attitude towards customers and Sales Representatives always
• Account/Order Management – specialized, dedicated service, includes account verification along with accurately processing customer requests, orders, tracking, issues management and first call resolution wherever possible
• Immediately address issues impacting customer experience and provide updates and follow ups as required
• Assist with new hire onboarding, training/ questions/support
• Subject Matter Expert on multiple tasks
• Provide coaching and/or training recommendations to CSR and team leadership as needed
• Manage low level escalations
• Attend and lead various calls/meetings, in support of Team or Sales, as required
• High Level Support for Key Strategic accounts and high touch customers
• Assist with/ develop team communications for new processes, procedures and promotions
• Provide order management support across various customer service roles
• Delivers adhoc requests/reports to leadership as required
• High level of engagement and partnership with Sales Leads
• Promoting and registering our customers to our online ordering portal with an emphasis on utilization
• Provide support for new customers and customers using our online ordering portal
• Maintenance of various e-mailboxes ensuring orders and requests are actioned promptly
• Complete follow-up calls, emails and/or updates to customers, sales representatives
• CSR will receive, document, and resolve customer/sales/patient interactions, complaints and triage to appropriate department if further support or guidance is required
• Responsible for daily monitoring of various SAP reports, including sales orders/transactions to ensure completion
• Proactively identify opportunities for process improvement and present them to leadership team
• Successfully develop, collaborate, and maintain cross functional relationships with other teams to ensure task completion
• Outbound follow up calls to customers as required  
• Adhere to customer service standards, call quality, policies, procedures and audit requirements
• Provide backup and support to meet audit requirements
• Supporting various customer service initiatives with enthusiasm
• Actively contribute to Abbvie Ways We Work
• Other tasks as required including but not limited to cross training of various Customer Service roles