Position Summary
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.
Global Business Services (GBS) is a transactional excellence group 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 Customer Service Specialist is responsible for a variety of sales and customer support activities including; accepting and processing Customer orders, arranging domestic and international shipments, preparing commercial invoices, handling customs clearance, monitoring inventory levels at warehouses and operating in a compliant and process driven way.
Duties and Responsibilities
Responsible for all areas of Customer order fulfillment, including order processing, open order management, order reporting, service issues and resolution
Manage and process all inquiries and orders from all receipt methods
Work with Quality, Master Data, Warehousing/Supply Chain and Finance personnel as needed to ensure specific customer requirements are met
Manage the organization of Domestic and International shipments as per Inco terms
Prepare and send relevant shipping documentation that meets appropriate export regulatory compliance
Coordinate shipments to and from factory, supplier, site, port and international locations
Coordinate and communicate with respective brokers to ensure shipments for Private Label products (made to order) in order to reach the final destination
Maintain ongoing relationship with commercial teams; flag order and customer issues, understand upcoming orders, changes in customer requirement and collaborate on shipping priorities at month and quarter end
Review and maintain customer's open orders on a daily basis, in order to progress orders daily and to resolve any blocks (Delivery blocks, Billing blocks etc)
Adherence and awareness of compliance and regulatory guidelines in customer set up and support
Resolve e-mail, fax and phone issues with customers regarding pricing, inventory availability, terms, delivery, etc.
Investigate and process Credits & Return Goods Authorizations and Debits
Communicate proactively with internal and external customers regarding order status
Route customer contact inquiries to appropriate resources
Work cross-functionally to ensure that accurate information is maintained in SAP
Keep up-to-date on products, inventory levels, productions on allocation, promotions, etc. that are necessary to provide customers with impeccable customer service
Cross functional collaboration to ensure that all relevant stakeholders are informed of all changes, issues and potential concerns of all customer accounts
Complete all SAP transactions and Order status updates in a structured, accurate and compliant way in order to ensure accurate and consistent reporting that can be cascaded across the wider organization.
Investigate and resolve service issues reported by customers or as requested by Abbott
Responsible for executing applicable Quality Management System (QMS) processes, monitoring the success of service provided, and delivering an excellent customer experience.
Creating process documents in line with our Quality Management System
Other duties as assigned
Key Position Competencies
Functional Technical skills
Self-Starter ability to work on their own initiative
Problem Solving skills
Drive for Results
Confident, can-do attitude.
Dealing with ambiguity
Dealing with complex tasks where issues can have consequences across multiple departments.
Proven record of multi-tasking
Time Management
Written Communications
Customer Focus
Minimum Qualifications
Previous customer service experience required (in the healthcare industry preferred but not essential)
Must be proficient in MS Office including Excel, Word and Outlook
Proficiency in an ERP System (preferably SAP)
Experience handling tasks where attention to detail is critical to success
Experience of shipping, domestic and export traffic terms, documentation and procedures.
Thorough understanding of Customs regulations and Export controls
Knowledge and understanding of compliance and regulatory guidelines for setting up export customers
Experience auditing documents and project requirements.
Knowledge and comprehension of basic contract terms and conditions
Must be able to communicate professionally, verbally and in writing
Must be able to work independently and on a team
Must be able to react to situations with a strong sense of urgency
Must be willing to work night shift
Education & Experience
Must possess at least College/Bachelor's Degree
Minimum two years of working experience in the related field required
Knowledge of SAP or ERP applications required
Multi-language skills a plus
