Customer Service Representative II

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.

     

JOB DESCRIPTION:

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, includ