Supervisor, Customer Service

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.
Allergan Aesthetics | An AbbVie Company

The Customer Operations Supervisor is a critical leader within the Plastics and Regenerative Medicine Department of Allergan Aesthetics, overseeing a team of Associate Account Managers and Invoicing Specialists. This role will drive operational excellence on the team through performance metrics and team optimization, process improvement projects, and enhancing communication within the department and cross-functionally. The team primarily offers support to our Field Sales Representatives as they work with our hospital and aesthetic customers through business development, inventory management, complex ordering, invoicing, and troubleshooting issues. The Customer Operations Supervisor will support the team’s goals by serving as a Tier 1 escalation point and providing strategic guidance, coaching, and operational oversight to the AAM team to ensure they are equipped to deliver exceptional value to our Field Reps and customers at every stage. This leader will work cross-functionally with Accounts Receivable, Contracting, Sales, Training, Supply Chain, and Marketing to strengthen the customer experience and drive revenue realization.

Leadership

• Effectively leads, mentors, and provides guidance to the PRM Associate Account Managers and Invoicing Specialists
• Measures and communicates attainment for dept KPIs, including utilization, schedule adherence, quality, and volume goals
• Performs regular call/email audits to ensure accurate, concise solutions are offered
• Oversees email and phone queues daily to optimize support coverage and SLAs

Tier 1 Support

• Investigate escalations and errors, following up with customers and Sales Representatives
• Meet with department leaders and customers as needed, including complaint resolution and process improvement discussions

Training and Development

• Coordinates with the Trainer to maintain and updates department work instructions, process maps, knowledge articles, and refresher training
• Hold team meetings and consistent 1:1’s to ensure effective communication, goal attainment, continuous training, and positive engagement across the team
• Oversees onboarding for new team members, coordinate ramp-up plans, and offer coaching on communication and optimal solutions
• Creates bench strength and career progression opportunities for the team

Continuous Improvement

• Drive process improvement initiatives from ideation to implementation
• Performs consistent workflow activities including order block removals, assigning product return transactions, credit memo approvals, and other clean-up initiatives
• Builds knowledge of the organization, processes and customer behavior & preferences

Requirements

• 2+ years experience in a client-facing role with a similar function (customer service, account management)
• 3+ years of experience in a leadership role managing direct reports
• Experience working with order to cash systems (like SAP), case management (like Salesforce), and Microsoft Office Suite
• Bachelor’s degree from accredited college or university preferred
• Willingness and flexibility to travel for in-person meetings and conferences occasionally
• Hybrid in-office position at the Austin office location (3 days/week)

You should have:

• Strong verbal and written communication skills
• Worked in or managed multi-channel support operations
• The ability to adapt quickly, champion changes, and manage concurrent responsibilities
• Advanced proficiency in data analysis and spreadsheet software (e.g., Microsoft Excel, Google Sheets) with experience handling large datasets
• Proven ability to build strategic relationships and influence decision-makers across multiple stakeholders within large, matrixed organizations
• Strong project management and work planning skills, with the ability to scope, prioritize, and execute across multiple initiatives
• The ability to take initiative and make independent and timely decisions
• Sense of self-discipline, acquiring higher level knowledge and skills

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. 

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