Specialist Customer Service

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:

About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and 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 .
• An excellent retirement savings plan with 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 a best place to work for diversity, working mothers, female executives, and scientists.

Our nutrition business develops science-based nutrition products for people of all ages, from helping babies and children grow, to keeping adult bodies strong and active. Millions of people around the world count on our leading brands – including Similac®, PediaSure®, Pedialyte®, Ensure®, Glucerna® and ZonePerfect® – to help get the nutrients they need to live their healthiest life.

The Opportunity

Our location in Columbus, OH currently has an opportunity for a Strategic Account Specialist. The position of the Strategic Account Specialist is an individual contributor role in CSO. These individuals have mastered the account management function for the largest revenue and most complex nutrition customers. They often communicate and work directly with multiple layers within the account which may include but are not limited to product updates, pricing updates, and transportation/network changes.  They collaborate with Supply Chain Managers and National Account Managers to manage all aspects of customer service including identifying, resolving, and managing account inefficiencies and expectations. The position is extremely visible and high profile due to the strategic nature of the account base and level of interaction with internal senior management.  The Strategic Account Specialist works independently and has exhibited the ability to manage an extremely large workload with multiple conflicting priorities.  The position is also responsible for managing the creation of debits and credits from external departments. Consistently takes action that goes beyond job requirements in order to achieve objectives and maximize the order efficiency from order to revenue cycle. 
 

What You’ll Work On

Strategic Account Specialists are responsible for the order management, customer service and problem resolution for internal accounts.  Combined annually these two groups handle $1.7 billion in sales and 50,000 orders.

Cost Avoidance

• Manage customer orders and appropriate queues to meet customer delivery expectations and PO Fill Rate compliance to avoid significant fines.

• Maintain scorecard performance and drive ANSC initiatives to improve customer satisfaction and compliance.

Order Management

• Process manual pricing adjustments and price bracket overrides in accordance with CSO Operating Procedures & Guidelines.

• Demonstrate full comprehension of ECC and EDI as they pertain to the order to revenue cycle within SAP.  

• Demonstrate sound decision making based on facts and a clear understanding of the impact to the customer and organization when making decisions effecting MABD and PO fill rate.

• Provide back-up support for the third-party Contact Center; this requires keeping current on all transactional order management processes and procedures in the event of a disaster. 

• Proactively collaborate with Deployment to ensure adequate