Allergan Customer Service Representative I- Samples in Austin, Texas

Customer Service Representative I- Samples

Austin, Texas, United States at

Nov 06, 2018Post Date

181889Requisition #

Allergan plc (NYSE: AGN) is a bold, global pharmaceutical company and a leader in a new industry model - Growth Pharma. Allergan is focused on developing, manufacturing and commercializing branded pharmaceutical, device, biologic, surgical and regenerative medicine products for patients around the world.

Allergan markets a portfolio of leading brands and best-in-class products for the central nervous system, eye care, medical aesthetics and dermatology, gastroenterology, women's health, urology and anti-infective therapeutic categories. With commercial operations in approximately 100 countries, Allergan is committed to working with physicians, healthcare providers and patients to deliver innovative and meaningful treatments that help people around the world live longer, healthier lives every day.

Allergan is a company that will inspire you to aim high with your ambition. Where you can build bridges all over the world. Where you can power ideas that drive change. And where you will act fast and drive results for customers and patients. Power your future & join our bold team.

Position Overview

Samples Customer Service Representatives serve as first-line representatives responsible for handling inbound/outbound call inquiries, processing transactions, and act as subject matter experts as needed. Additionally, agents are responsible for fax order processing, auditing Sample Request Forms/Acknowledgements of Receipt (SRF/AOR), and resolution of issues that may prevent sample orders from shipping. Under general supervision, Sr. Representatives process customer requests related to product sample programs in a timely, accurate and professional manner. Fosters the growth of a strong customer base through creating positive customer interactions and building strong customer relationships.

Main Areas of Responsibilities

  • Partner with Allergan Sales Representatives and our clients to provide customer service in accordance with Allergan Customer Operations service levels to complete phone, email, and fax order transactions accurately within specifications

  • Research sample inquiries in a professional and courteous manner and demonstrate detailed documentation in regard to samples requests, customer interactions, and sampling concerns in Salesforce data management system with valid AOR/SRF forms.

  • Act as a subject matter expert for designated Allergan sample programs and assist internal and external customers with inquiries

  • Collaborate with Supervisor/Team Lead to provide timely problem and issue escalation and resolution when possible/appropriate in regard to sample programs, customer service, and data management

  • Schedule daily follow-up (voicemails/emails/reports/case follow-up, etc.) within department service level requirements

  • Read, analyze, and interpret common scientific or technical information, financial reports and legal documents

  • Maintain professional confidentiality as it relates to personal performance and HIPAA


  • The employee must conduct their work activities in compliance with all Allergan internal requirements and with all applicable regulatory requirements. Allergan internal requirements include compliance with ethics, environmental health and safety, financial, human resources, and general business policies, requirements and objectives.

  • 1-2 years of Customer Service Related Experience Required

  • Experience working with Microsoft Office, Outlook, Word, Excel and Power Point.

  • SAP or other ERP experience required.

Preferred Skills/Qualification

  • Experience managing and executing continuous improvement projects.

  • Medical Device or Pharmaceutical experience strongly preferred.


  • High School diploma required; Bachelor’s degree preferred

Equal Employment Opportunity Employer

Allergan is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other protected status.