Abbott Representative 1 Customer Service in Lake Forest, Illinois
At Abbott, we're committed to helping people live their best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world -- in nutrition, diagnostics, medical devices and branded generic pharmaceuticals -- that create more possibilities for more people at all stages of life. Today, 99,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve.
•Provide exceptional customer service by planning, executing and performing all customer service functions and initiatives to support Diagnostics, APOC, and ADC: ·
•Order processing for electronic: (EDI, email, internet, KANA, fax),and phone orders ·
•Direct verbal and written communications with customers ·
•Process customer complaints through to resolution Must be comfortable working in an environment with a high degree of personal accountability and data integrity as measured by an extensive set of individual and team productivity, quality, and efficiency metrics.
•As a condition of continued employment, the CSA must be able to effectively utilize all systems and job aids (e.g. SAP, EDI, email, CIC, GHx, internet tracking, downstream impacts to other systems) independently.
Additional Main Responsibilities
•Responsible for compliance with applicable Divisional Policies and procedures. · Responsible for implementing and maintaining the effectiveness of the quality system.
•Order processing for electronic: (EDI, email, internet, KANA, fax), and phone orders · Direct verbal and written communications with customers.
•Process customer complaints through to resolution.
•Receive and respond to service inquiries and requests with timely, accurate, and professional responses while managing multiple contact channels and continually prioritizing among static (email, correspondence, outbound calls) and dynamic (inbound calls) workflows.
•Maintain highest levels for service, professionalism, accuracy and efficiency as well as an appropriate sense of urgency.
•Understand and develop working relationships with other departments such as C&P, Marketing, Distribution, Sales, and Planning.
•Demonstrates the ability to work in a team environment.
•Ability to utilize and apply multiple and varied job aides, how and when to access resources.
•Use knowledge databases and apply business rule variations by division.
•Develops and maintains expertise in SAP Best Practices, data maintenance and governance.
•Expert knowledge of systems (e.g.
•SAP, EDI, email, CIC, GHx, internet tracking, downstream impacts to other systems) in order to effectively anticipate/resolve cross functional issue.
•Utilize multiple systems simultaneously. · Meet or exceed standards for both schedule adherence and reliability.
•Embrace the remote and desk-side observation process which includes extensive coaching and feedback interactions.
•Minimum supervision provided for direct execution of job, has authority, responsibility and accountability for the day-to-day execution of duties.
•Operates independently within department guidelines, acts independently to resolve customer issues.
•Demonstrates the ability to solve problems and make appropriate decisions.
•Offer appropriate options based on situation.
•Recognizes when it is appropriate to escalate to supervisors.
•Independently recognize in resolving customer issues the impact and balance between customer satisfaction and revenue implications.
•Maintains compliance with all required training.
•Responds in a timely manner to escalated inquiries within Service Level Agreement guidelines.
•Recommends process and procedures improvements that enhance the effectiveness of the organization.
•Works effectively and cooperatively with others to establish and promote good working relationships with internal and external customers to facilitate and accomplish goals.
•Maintains department standards for placement of customer orders relative to accuracy and timeliness.
•Conveys and shares information with others to increase overall productivity.
•This position does not have budget responsibility but rather contributes to budget efficiency by meeting or exceeding CSA objectives for efficiency (for example Average Handling Time and Occupancy), Quality (especially in regard to rework) and through efficient use of resources such as supplies.
•Customer requests (transactions) and inquiries will be received on a variety of channels, including phone, email, and fax/correspondence, and web/chat.
•Active listening and reading comprehension skills will be utilized to assess the nature of the call/contact.
•Well-developed verbal and written skills will be required to be effective in all communication channels.
•Customer Service Advocates will be a driving force in meeting customer expectations in our service recovery efforts.
•A Customer Service Advocate must be reliable, present, and ready and available to respond to customer requests and inquiries via the various communications channels during all scheduled hours.
•Active participation in team huddles is expected as is proper utilization of available time between calls to self-study new or revised processes/procedures, to become proficient with available software and information tools, and to review and organize.
•All training and feedback opportunities must be embraced by participating fully, concentrating on the subject matter, and actively putting learned skills into practice once returning to the job.
•Information and skills must be continuously updated and enhanced to ensure that customers receive a high level of service.
•Predictable and reliable attendance is required.
•BS/BA OR minimum of three years’ customer service experience.
•Ability to demonstrate consistent performance in a high volume/high quality/high accountability contact center will be given favorable consideration.
•Ten-key typing skills or equivalent speed is required.
•Basic level WORD experience required.
•Excel experience preferred.
•Must be familiar with search engines and be able to search and navigate using the internet. Previous experience using e-mail as a tool to respond to customers is preferred.
•Excellent telephone, written and verbal communications skills necessary.
•Ability to handle difficult customers and to facilitate service recovery.
•Previous experience in an SAP environment is desired.
•Sitting is required for 90% of the work day.
•Heavy and speedy keyboarding is required.
An Equal Opportunity Employer
Abbot welcomes and encourages diversity in our workforce.
We provide reasonable accommodation to qualified individuals with disabilities.
To request accommodation, please call 224-667-4913 or email email@example.com