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