Customer Service Operations Specialist - Full-time

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 114,000 colleagues serve people in more than 160 countries.

The Opportunity

Point-of-care diagnostics is a growing and dynamic industry helping to improve clinical and economic outcomes globally. Abbott brings a variety of expert viewpoints on new innovations, insights, and impacts that are shaping the future of diagnostics around the world.

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

The Domestic Customer Service Operations 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.

Key Position Competencies

• Customer Focus.
• Communicates Effectively.
• Ensures Accountability.
• Self-Development.
• Action Oriented.
• Manages Complexity.
• Drives Results.
• Interpersonal Savvy

Required Qualifications

• High School Diploma required,
• Must exhibit the ability to be self-motivated, multitask, and prioritize work while meeting deadlines.
• Must be proficient with typing and the use of MS Word, Excel and Outlook.
• 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 have strong Customer Service and listening skills.
• Must have strong written and verbal communication skills.
• Must be able to work effectively in a fast-paced environment with shifting priorities.
• Multi-lingual

Preferred Qualifications

• Bachelor’s degree preferred.
• Minimum 1-2-year(s) experience in a related field required.
• SAP or other ERP (enterprise resource planning) system experience preferred..

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You’ll also have access to:

• Career development with an international company where you can grow the career you dream of .
• Free medical coverage for employees* via the Health Investment Plan (HIP) PPO
• An excellent retirement savings plan with high employer contribution
• Tuition reimbursement, the student debt program and education benefit - an affordable and convenient path to getting a bachelor’s degree.
• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

The base pay for this position is $18.25 – $36.45 per hour. In specific locations, the pay range may vary from the range posted.