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Abbott Customer Service Specialist, Domestic in Orlando, Florida

DO WORK THAT MATTERS

Abbott Rapid Diagnostics, 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. We have an exciting opportunity for a Customer Service Specialist (Domestic) within our Service Center located at Orlando Florida.

At Abbott, diverse ideas, perspectives, and expertise allow us to create the life-changing solutions that help people live healthier lives. In 150 countries and with businesses spanning nutrition, diagnostics, medical devices, and branded generic pharmaceuticals, Abbott offers you enormous opportunities to explore your interests and help you achieve your career and personal goals.

Abbott Rapid Diagnostics (formerly Alere) is part of Abbott’s Diagnostics family of businesses, bringing together exceptional teams of experts and industry leading technologies.

SUMMARY

The Domestic Customer Service Specialist (Domestic) 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.

RESPONSIBILITIES

  • 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 the customer and other areas of the 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.

  • Responsible for creating, monitoring and understanding CMS reports, phone service levels, call volume, etc. Report stats to management. Identify gaps in phone service, recognize patterns, suggest and implement solutions for improvement.

  • Ensure customer satisfaction by answering incoming/outbound calls and emails in a friendly, engaged and enthusiastic manner. Apply knowledge to effectively respond to all inquiries. 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.

  • Properly document customer interactions by recording details of inquiries, complaints, and comments as well as actions taken. Responsible for working with the appropriate internal departments to ensure that accurate customer information and requirements are communicated, updated and maintained.

  • Serve as a liaison between internal departments, leadership, and customer to help improve service levels and business productivity, courteously. Maintain required knowledge of all Abbott Systems including SAP, Esker, Agile, Metro, SharePoint and Qlikview 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.

  • Develop and maintain relationship with customer accounts and support staff. Participates in business projects and maintains strong customer focus.

  • Execute applicable Quality System processes. Create, update and implement job related SOPs.

  • Support Sarbanes Oxley (SOX) compliance.

  • Other duties as assigned.

BASIC QUALIFICATIONS

  • High School diploma required; Bachelor’s degree preferred

  • Customer service, account management experience required, health care industry experience preferred

  • SAP or other ERP (enterprise resource planning) system experience preferred

  • Multi-lingual preferred

  • 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 QUALIFICATIONS

  • Exhibit the ability to be self-motivated, multitask, and prioritize work while meeting deadlines

  • Work independently and on a team utilizing effective time management

  • Detail-oriented, experienced at investigating and resolving complex issues

  • Ability to learn quickly and adapt to new technologies and applications

  • Able to work effectively in a fast-paced environment with shifting priorities

COMPETENCIES

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

About Abbott

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 103,000 colleagues serve people in more than 160 countries.

An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce.

We provide reasonable accommodation to qualified individuals with disabilities. To request an accommodation, please send an email to myrecruiter@alere.com

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 corpjat@abbott.com

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