Customer Service Representative II
Job Description
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 115,000 colleagues serve people in more than 160 countries.
Customer Service Rep II
Working at Abbott
At Abbott, you can do work that matters, grow, and learn, care for yourself and your 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.
Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
An excellent retirement savings plan with a high employer contribution
Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU 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 worldwide 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 the best place to work for diversity, working mothers, female executives, and scientists.
The Opportunity
This position works out of our St Paul, MN location for our Electrophysiology business. In Abbott’s Electrophysiology (EP) business, we’re advancing the treatment of heart disease through breakthrough medical technologies in atrial fibrillation, allowing people to restore their health and get on with their lives.
What You’ll Work On
Working in a team environment under general supervision, provides sales order support to sales representatives, hospitals, clinics, and physicians. Processes customer orders submitted via multiple channels, including phone, fax, Electronic Data Interchange, and e-mail. Provides inventory support for products and services accurately, expeditiously, and under special circumstances. Supports a continuous improvement environment for department processes including order processing and invoicing transactions, returns processing, backorder processing, credit requests, and new product launches.
This position requires developing rapport with customers and field sales/clinical personnel via verbal and written communication. May be assigned to assist on projects within the Customer Service department.
Effectively communicates and interacts with internal and external customers to ensure priorities and exceptions are clearly understood.
Maintains positive and cooperative communication and collaboration with all levels of employees, customers, contractors, and vendors.
Handles moderately complex issues and service complaints; resolves and/or facilitates resolution of problems, including identifying root causes to prevent re-occurrence with guidance of Team Lead, Supervisor, or Manager.
Responsible for obtaining approvals, issuing, and tracking returns and ensuring the issuance of credits based on procedures. Works with customers to expedite the return through to resolution.
Follows up and resolves order discrepancies, credit holds, training requirements, or product availability issues when appropriate, with guidance of Team Lead or Supervisor.
Communicates with customers on order status, expected release dates, or requirements needed to fulfill orders.
Provides accurate entry and field support for clinical procedure calendar when required.
Responds quickly to customer inquiries and requests, including medium-difficulty technical questions.
Keeps current on all products offered by the company. Monitors, understands, and implements changes in regulatory requirements or customer service processes.
Provides timely feedback to Information Systems on any systems issues and escalates issues as appropriate.
Required Qualifications
Demonstrated organizational skillsInern, attention to detail, ability to work under general supervision, and ability to handle multiple projects simultaneously.
High school degree or GED required.
Strong interpersonal and communication skills, including the ability to listen, resolve problems, handle unresolved issues, delays, and unexpected events while maintaining rapport with sales representatives and customers.
Demonstrated keyboard and personal computer skills (experience with Microsoft Office, including Excel and Word or equivalent applications required).
SAP experience is a plus.
Ability to work in a highly matrixed and geographically diverse business environment.
Ability to work both within a team and as an individual contributor in a fast-paced, changing environment.
Minimum of two or more years of experience in customer service or a closely related environment.
What We Offer
At Abbott, you can have a good job that can grow into a great career. We offer:
A fast-paced work environment where your safety is our priority
Production areas that are clean, well-lit and temperature-controlled
Training and career development, with onboarding programs for new employees and tuition assistance
Financial security through competitive compensation, incentives and retirement plans
Health care and well-being programs including medical, dental, vision, wellness and occupational health programs
Paid time off
401(k) retirement savings with a generous company match
The stability of a company with a record of strong financial performance and history of being actively involved in local communities
Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com
Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.
Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott, and on X @AbbottNews.
The base pay for this position is $17.85 – $35.75 per hour. In specific locations, the pay range may vary from the range posted.