Customer Service Specialist

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals, and branded generic medicines. Our 109,000 colleagues serve people in more than 160 countries.

About Abbott

Abbott Rapid Dx North America, LLC’s Orlando site is part of Global Business Services (GBS) within the Abbott Rapid Diagnostics Division. GBS has a global accountability to deliver an exceptional customer experience and create business value through compliance, standardization and data analytics. The GBS group fosters a collaborative, team focused and winning environment where employees are accountable and encouraged to develop themselves.

The Domestic Customer Service Specialist is responsible for a variety of sales and customer support activities by providing product and service information, resolving service inquiries and problems for internal and external customers. Responsible for acting as a liaison between customers, Corporate Account Directors and Account Executives, assisting with orders, errors, account questions and all other inquiries as needed.

WHAT YOU’LL DO

  • Responsible for all facets of assigned account management including, but not limited to, order fulfillment, open order management, service issues and resolution, while acting as primary liaison between customers and other areas of business.
  • Work with Distribution Centers, supply chain and sales as needed to manage customer expectations and ensure order fulfillment requirements are met.
  • Provide reports as requested by the customer, sales, marketing or leadership team.
  • Maintain profile FACT sheets and contact lists for assigned accounts.
  • Ensure customer satisfaction by answering incoming/outbound calls and emails in a friendly, engaged and enthusiastic manner.
  • Review and respond to all emails with professionalism, accurate information and timely follow up.
  • Review and maintain open orders to quickly resolve delivery blocks, billing blocks, and incomplete order status, etc.
  • Provide accurate documentation of all delays and changes made to an order.
  • Review and manage all blocked orders from API Order Intake team to provide a timely order fulfillment.
  • Properly document customer interactions by recording details of inquiries, complaints, and comments as well as actions taken.
  • Work with Domestic Customer Service Management in identifying and documenting areas of process changes or improvement.
  • Investigate and process Credits & Return Goods Authorizations, and Debits.
  • Maintain required knowledge of all Abbott Systems including SAP, Esker, Agile, Metro, and SharePoint to accurately provide information to all inquiries and follow business guidelines.
  • Utilize all resources to resolve any issues or potential concerns regarding a customer, product or system. Obtain knowledge of businesses processes to resolve proactively and seek assistance from the leadership team as necessary.
  • Execute applicable Quality System processes.
  • Support Sarbanes-Oxley (SOX) compliance.
  • Other duties as assigned.

EDUCATION AND EXPERIENCE YOU’LL BRING

Required

  • High School Diploma required, Bachelor’s degree preferred.
  • Minimum 1-2-year(s) experience in a related field required.
  • Must be proficient with typing and the use of MS Word, Excel and Outlook.
  • Must have strong Customer Service and listening skills.
  • Must have strong written and verbal communication skills.

Preferred

  • SAP or other ERP (enterprise resource planning) system experience preferred.
  • Multi-lingual a plus.
  • Must exhibit the ability to be self-motivated, multitask, and prioritize work while meeting deadlines.
  • Must be able to work independently and on a team utilizing effective time management.
  • Must be detail-oriented, experienced at investigating and resolving complex issues.
  • Must have ability to learn quickly and adapt to new technologies and applications.
  • Must be able to work effectively in a fast-paced environment with shifting priorities.

WHAT WE OFFER

At Abbott, you can have a good job that can grow into a great career. We offer:

  • Training and career development, with onboarding programs for new employees and tuition assistance
  • Financial security through competitive compensation, incentives and retirement plans
  • Health care and well-being programs including medical, dental, vision, wellness and occupational health programs
  • Paid time off
  • 401(k) retirement savings with a generous company match
  • The stability of a company with a record of strong financial performance and history of being actively involved in local communities

Learn more about our benefits that add real value to your life to help you live fully:  http://www.abbottbenefits.com/pages/candidate.aspx

Follow your career aspirations to Abbott for diverse opportunities with a company that provides the growth and strength to build your future. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.

Posted
10/06/2021
Type
Full time
Salary Range
$26,000.00 - 41,000.00
per Year
Salary range estimated by
Location
Orlando, FL 32885, US
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