Team Lead/ Project Specialist Botox Tx, US Specialty, Eye Care

We are seeking a highly experienced subject matter expert and team point of contact who is committed to delivering exceptional customer service to Abbvie customers and sales representatives. As a key member of our dynamic team, you will need to pivot for the business need and be flexible in handling multiple types of requests and tasks. Your role will require creativity and effective collaboration with various individuals in customer operations to find innovative solutions for complex customer challenges. If you are interested in joining our team that strives for excellence and growth opportunities, we encourage you to submit your resume. Let's discuss how your expertise can significantly contribute to our team and explore the exciting growth opportunities that await you at Abbvie.

Sincerely, Customer Service Supervisor

Key Duties and Responsibilities:

• Act as the primary point of contact for the team, handling all escalations prior to Supervisor and Manager involvement.
• Monitor incoming returns, inquiries, and email and phone queues, directing staff as necessary.
• Collaborate with Manager and other departments for timely issue escalation, when needed.
• Take the lead on special projects assigned by management.
• Generate ad hoc reports and perform data analysis as required.
• Read, analyze, and interpret team and individual metrics, providing reports to the Manager as necessary.
• Act as a subject matter expert for respective businesses and processes, working with the Training & Quality team to maintain Salesforce Knowledge Articles.
• Share best practices with team members and be open to giving and receiving feedback.
• Ability to work under pressure and handle multiple tasks simultaneously.
• Provide assistance and support to team members via multiple channels of communication.
• Manage the end-to-end processing of daily open orders with full accountability.
• Demonstrate a passion for delivering exceptional service every day, setting an example for the team.
• Maintain confidentiality regarding the performance of others, individual performance, work-related issues.
• Perform and support quarterly consignment audits.