JOB DESCRIPTION:
Abbott
Abbott is a global healthcare company devoted to improving life through the development of products and technologies that span the breadth of healthcare. At Abbott, we're committed to helping you live your 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, 109,000 of us are working to help people live not just longer, but better, in the more than 160 countries we serve. Our mission is to understand that the first step to living your best life is good health. Everything we make is designed to help you do just that. That’s our commitment to building life-changing technologies that keep your heart healthy, nourish your body at every stage of life, help you feel and move better, and bring you information, medicines and breakthroughs to manage your health www.abbott.com
The Role
- Assigned to Iberia (Portugal&Spain). Provide internal and external customers with best possible service in terms of order processing, pricing and billing inquires, service requests and customer complaints.
- Compliant with internal processes and procedures (e.g. Abbot Medical Quality System) and with the applicable legislation.
- Manage all daily activities in customer service independently and actively support local Customer Service management
- Collaborate in other company activities, processes as all kind of audits and/or investigation when necessary.
Responsibilities
- Receive & process orders for all customer which are received by telephone.
- Handle customer complaints and perform investigations.
- Follow up on pricing discrepancies with Customer Service management/tender department/division manager/sales manager.
- Issue required credit notes for returns and complaints within the official procedural deadlines.
- Maintain daily contact with company approved couriers, for regular pick-up and delivery timetable; investigation of claims and follow-up for emergency.
- Organizing return shipments
- PER processing and follow up in collaboration with sales reps
- Responsible for PER handling in line with quality guide lines
- Collaborate in the CS global objectives, targets and KPIs:LFR KPI, Invoice Accuracy, Orders Accuracy, Phone Service Levels, % of automation & touchless
- Management of Customer Service e-mail inbox.
- Receive & process orders for all customer which are received by e-mail, fax, Esker, OMQ, post and/or other channels.
- Follow procedures related to the receiving, checking and creation of the sales orders/invoices
- Production of relevant paperwork i.e. packing lists, proforma invoices and credit notes.
- Perform and execute all invoicing in a timely and precise manner incl. responsibility for electronic invoicing.
- Daily control of invoices issued by the system, checking all orders have been invoiced.
- Issue required credit notes for cross-charges, rebates and price corrections within the official procedural deadlines.
- Colaborate in the root cause analisys for Invoice Disputes and work with the resolution processes.
- Follow up on backorders.
- Master Data Maintenance (customer, materials, prices, territories, etc.)
- Actively participate in any required product tracking research when required
- Support quality and sales department in FSCA (Field Safety Corrective Action) implementation.
- Delivery of documentations, invoices, orders, PODs, etc. to customers, internal other areas, etc.
- EPIQ management when necessary.
- Capital Equipment, Export, EDI, new products
- Work on process improvement and projects under the supervision of the Customer Service supervisor/manager
- Responsible to train and coach Junior Customer Service Representative and Customer Service Representative.
- Meet all rules listed in the Abbott Medical Code of Business Conduct, the Health Care Professionals and the Stand & Deliver Policies
- Collaboration in the Annual Inventory process. Inventory count sheets control reception, control and registration, inventory adjustments required in the company tech. solutions.
- Produce reports on inventory and consignment products with short UBD and alert sales and local management on a regular basis.
Requirements
- Upper secondary diploma/High school diploma – country specific
- Strong practical experience in Customer Service
- Fluent in Portuguese
- Fluent in Spanish
- English- high level, written and spoken
- Knowledge of Microsoft Office
- Knowledge of ERP packages (SAP, …)
- Team player
- Customer oriented
- Good organization ability
- Good communication skills for internal and external contacts
- Positive reaction to working in a “deadline” environment, stress resistant
- Integrity
- Sensitive of initiative and adaptability to permanent evolving organizations
- Sensitive to the importance of the product
What can we offer you?
Abbott provides a varied, challenging and international position in a dynamic and pleasant working environment. In our organization, you can count on excellent primary and secondary benefits, a positive working atmosphere, a personal growth plan, extensive training opportunities and good career perspective. We are in the business of advancement, both in health solutions and in the lives and careers of our employees. Our work across the world and in many areas of healthcare provides a rich environment for our employees to explore career paths, interests and opportunities.
How to apply?
If you are appealed by Abbott, looking for a job with meaning and recognize yourself in the outlined profile, please make your interest known. You can apply via our website (https://www.jobs.abbott/) with your CV and letter of application.
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:
CRM Cardiac Rhythm Management
LOCATION:
Spain > Madrid : Building Four
ADDITIONAL LOCATIONS:
WORK SHIFT:
Standard
TRAVEL:
No
MEDICAL SURVEILLANCE:
No
SIGNIFICANT WORK ACTIVITIES:
Not Applicable