JOB DESCRIPTION:

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 114,000 colleagues serve people in more than 160 countries.

Abbott in Ireland

Abbott has been operating in Ireland since 1946 and serves the Irish market with a diverse range of healthcare products including diagnostics, diabetes care, medical devices and nutritional products. In Ireland, Abbott currently employs about 6,000 people across ten sites located in Dublin, Donegal, Clonmel, Cootehill, Galway, Kilkenny, Longford and Sligo.

Abbott Galway

Abbott in Galway serves as the international hub for Abbott's Rapid Diagnostics business, which delivers annually more than 2 billion tests. As the global leader in point-of-care diagnostics, Abbott offers the broadest portfolio of best-in-class rapid tests, services, and handheld devices across all healthcare settings: the lab, the clinic, remote healthcare outposts, retail outlets, the patient's bedside and at home. Our industry-leading near patient tests and services are unmatched across key health and therapeutic areas, including: infectious disease, cardiometabolic & informatics, toxicology and consumer diagnostics.

One of the key functions in Galway is Global Business Services, which provides number of shared services activities across finance, purchasing, quality, technical and customer services for Europe, Middle East and Africa (EMEA). Various global and EMEA commercial and operational management teams across our infectious disease and cardiometabolic businesses are also based in Galway, overseeing the supply of millions of rapid tests from HIV to diabetes to COVID-19, to patients in many regions across the world.

Main Purpose of the Role

International Customer Service Specialist is responsible for arranging domestic and international shipments, allocating stock to orders, preparing commercial invoices, order confirmations and confirming order approval and handling customs clearance.

Responsible for liaising with sales team, warehouse personnel and customers to ensure an excellent customer experience.

Responsibilities:

• Responsible for arranging international shipments as per Inco terms, preparing and confirming order approval and to ensure a smooth transaction for the customers
• Coordinate shipments to and from factory, supplier, site, port and international locations.
• Process complaints
• Prepare and send documentation that coincides with shipments and exportation and are responsible for export regulatory compliance
• Adherence and awareness of compliance and regulatory guidelines in customer set-up and support
• Manage and respond to customer requests for quotations
• Process orders to the committed customer timelines
• Communicate proactively with internal and external customers regarding order status and other topics in a professional, positive and courteous manner
• Work with others to ensure that accurate customer information is maintained in SAP
• Responsible for making sure any customer account changes are communicated to the relevant owner
• Keep up-to-date on products and promotions, etc., that are necessary to provide customers with impeccable customer service
• Review and maintain customers' open orders daily
• Keep CS and sales manager informed of all changes, issues and potential concerns of all customer accounts
• Work with warehouse or supply chain personnel as needed to ensure customer requirements are met
• Complete all customer or staff-requested reporting
• 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
• Adhering to the process defined in QMS
• Other duties as assigned by the manager
• Truly customer focussed

Education & Experience

• It would be desirable for the candidate to have a minimum of 3 years experience in shipping, domestic and export traffic terms, documentation and procedures or a proven track record.
• A thorough understanding of Customs regulations is advantageous
• A thorough understanding of Export controls is advantageous
• Knowledge and understanding of compliance and regulatory guidelines for setting up export customers is advantageous
• Experience handling tasks where attention to detail is critical to success
• Proficiency with Excel and ERP Systems (preferably SAP), is advantageous
• Experience in auditing documents and project requirements is advantageous
• Knowledge and comprehension of basic contract terms and conditions is advantageous
• Previous customer service experience in the healthcare industry is preferred but not essential
• Self-starter
• Professional
• Articulate & verbally presentable
• Interactive & engaging
• Time management
• Dealing with ambiguity
• Can do attitude
• Proven track record in multi-tasking
• Excellent problem-solving and customer service skills.
• Strong organisational and strategic planning skills.
• Good communication and administrative skills.
• Ability to work on own initiative with good interpersonal skills.

     

The base pay for this position is

N/A

In specific locations, the pay range may vary from the range posted.

     

JOB FAMILY:

Customer Service

     

DIVISION:

RMDx Rapid and Molecular Diagnostics

        

LOCATION:

Ireland > Galway : Parkmore East Business Park

     

ADDITIONAL LOCATIONS:

     

WORK SHIFT:

Ie - 37.5Hst0 (Ireland)

     

TRAVEL:

Not specified

     

MEDICAL SURVEILLANCE:

No

     

SIGNIFICANT WORK ACTIVITIES:

Not Applicable