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

     

JOB DESCRIPTION:

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.
• Free medical coverage for employees* via the Health Investment Plan (HIP) PPO
• 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 around the world 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 

Abbott Rapid Diagnostics is part of Abbott’s Diagnostics family of businesses, bringing together exceptional teams of experts and industry-leading technologies to support diagnostic testing which provides important information for treatment and management of diseases and other conditions.

The position of Customer Service Representative II is within our Toxicology Business Unit based in Pomona, CA. 

In this role, the individual will handle all aspects of customer service needs, including answering phones, placing orders in our internal ERP system, providing status updates, and all levels of problem resolution. The individual must be organized, have 2-5 years of Customer Service experience, have excellent written and oral communication skills, and must be proficient in Microsoft Office. The individual will also work with other departments, such as Shipping, Manufacturing, and Applications to ensure Customer issues are handled promptly.

This job description will be reviewed periodically and is subject to change by management.

What You’ll Work On

• High-level account service support that handles various operational tasks to research, resolve, and facilitate Customer assistance.
• Develop a personal relationship with customers.
• Performs proactive calls to customers regarding standing orders, and backorders, and offers alternative sizes.
• Answer a multi-line phone and troubleshoot Customer calls.
• Process daily orders in the ERP system (via phone, email, fax, web orders and inter-company uploads)
• Must confirm orders with customers and inform customers of order status. Able to track orders through 3re party shipping websites.
• Communicate and coordinate order release with shipping and Manufacturing departments.
• Must learn extensive product catalog to help assist customers with ordering questions
• File complaints, document details of actions taken in Customer Complaint Log
• Assists in shared front office job functions such as filing/scanning sales orders and purchase orders
• Updates job knowledge by participating in educational opportunities.
• Provides ERP, Phone, and email training to new employees
• Carries out duties in compliance with established business policies.
• Demonstrates commitment to the development, implementation, and effectiveness of Alere Quality Management System per ISO, FDA, and other regulatory agencies.
• Responsible for exhibiting professional behavior with internal/external business associates that reflects positively on the company and is consistent with the company's policies and practices.
• Understands and is aware of