Aesthetics Customer Experience Representative 3 - Process Specialist

Job Description

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 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 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 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

Compensation: 21 to 37.8 (USD) (HOURLY)