Abbott Customer Service Specialist in St. Paul, Minnesota

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.

Independently, with minimal supervision, manages accounts that require special expertise (ie. Government, buying groups, or customers identified with special requirements). Facilitates and resolves complex customer service requests and issues, quickly and professionally, serves as subject matter expert to support team members with complex customer related problem solving, and may create and propose solutions to management for consideration and adoption. Conducts sales order audits and works collaboratively with Customer Service management in analyzing, preparing and responding to SOX and/or regulatory agency audit requirements. Works with Information Systems on regular system maintenance and trouble-shooting system issues. Provides technical assistance to team members. Works on and facilitates on-going process improvement. Manages and takes the lead on special assignments.

This job requires having developed expertise in a majority of the department work processes, being highly knowledgeable regarding Abbott's products and services, and having developed superior skills as a result of considerable customer service job experience. May act as a team leader, coordinating the work of others.

May enter and facilitate standard rental and purchase orders, shipments, trunk stock, returns, unit tracking, determining sourcing and coordinating deliveries with manufacturing, warehouse, and carrier as needed.

Responsiblities

  • Serves as a procedural expert to support the Customer Service Team and customers. Acts as a knowledge source for team members to escalate problem solving and/or issues that are complex in nature. Creates and makes proposals for change to management for consideration and adoption. May lead implementation.

  • Manages accounts with special requirements (i.e. government, buying group, or customers identified with special requirements), by determining the needs of our customers and providing guidance to ensure customer satisfaction and program compliance. Proactively facilitates rental or purchase order receipt, entry, shipment, and unit tracking. Determines sourcing and coordinates deliveries with manufacturing and warehouse, as needed, working with field personnel, customers and customer service staff.

  • Provides timely feedback to Information Systems on any system issues. Troubleshoots issues with ERP system functionality to address needs of the Customer Service Department. Performs updates to ERP or CRM databases in support of Customer Service programs, processes and data management.

  • Maintains accounts and contacts within the ERP and CRM databases, including maintenance, updates, reporting, duplicate resolution, and regular auditing. Consults and strategizes with management regarding identification of key hospital personnel, regarding future product opportunities and customer needs.

  • Provides technical leadership to Customer Service team(s) for transactional or technical questions regarding processes related to ERP functionality. Provides timely feedback to Information Systems on systems issues.

  • Develops and generates routine and/or custom reports as required for internal and external customers.

  • Supports a continuous improvement environment for departmental processes, including order processing, returns, and back order processing, credit reports, and new product launches. Facilitates change, by making recommendations requiring considerable judgment and creativity.

  • Participates on cross-functional teams, representing Customer Service, where judgment and initiative are required in resolving problems and making recommendations.

  • Proactively and effectively communicates and interacts with internal and external customers to ensure priorities and exceptions are clearly understood. Maintains and models positive and cooperative communications and collaboration with all levels of employees, customers, and contractors.

  • May enter and facilitate standard rental and purchase orders, shipments, trunk stock, returns, unit tracking, determining sourcing and coordinating deliveries with manufacturing, warehouse, and carrier as needed.

  • May take responsibility for obtaining approvals, issuing and tracking returns, and issuing credits based on department procedures, working with the customer to expedite the return through to resolution.

  • Follows up and resolves discrepancies, credit holds, training requirements, or product availability issues in a timely manner. Ensures proactive communication to customers on order status, expected release dates, or requirements needed to fulfill the order.

  • Performs specialty inventory transactions which are more complex in nature and may require expanded and creative solutions not in line with normal processing. Provides inventory tracking and support for all company devices. Manages allocations cross-functionally and provides direction to team on shipments.

  • Supports all Company initiatives as identified by management and in support of Quality Management Systems (QMS), Environmental Management Systems (EMS), and other regulatory requirements. Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements, Company policies, operating procedures, processes, and task assignments.

  • Performs other related duties and responsibilities, on occasion, as assigned.

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