Sr. Customer Service Specialist

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 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 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.

 

The Opportunity

We currently have an opportunity for a Sr. Customer Service Representative in Temecula, CA in the Vascular Division.

 

Abbott Vascular provides innovative, minimally invasive, and cost-effective products for treatment of vascular disease.

 

The Sr. Customer Service Representative provides customer service and support to internal and external customers, acting as the first point of contact for all service matters related to the customer. The position is responsible for a variety of functions with a primary focus being order entry, sales rep support, and data entry. Light leadership tasks and responsibilities will be provided along with assisting a junior Customer Service Specialist with more complex tasks and situations.

 

What You’ll Work On

 

• Handle a high level of inbound and outbound calls, emails, faxes, and other communication channels to/from internal and external customers in a timely manner.
• Manage the full purchase order intake process with internal and external customers via fax, email, or phone.
• Field and respond to all types of customer inquiries including order placement, order status and tracking, general product questions, inventory availability, product pricing, returns credits, account status, new account creation, etc.
• Handle customer complaints and process returned goods authorizations for products for reasons including defective or damaged goods and incorrectly shipped goods.
• Recognize and resolve order entry errors as well as customer (internal/external) inventory issues
• Enter customer VPAs requests on behalf of the sales organization.
• Serve as main point of contact between customers and field staff, accounting and shipping. Answer inquiries regarding order, shipment, or return status. Track back-order status and inform customers of arrival date.
• Handle all forms of correspondence and distribution, and allocation of action items in a timely manner.
• Develop and implement procedures, files, records, and follow-up systems to ensure administrative processes are managed in a well-organized and timely manner.
• May research, monitor, or prepare semi-routine reports or analyses, summarize findings, and make recommendations, to solve administrative problems.
• Maintain and perform light leadership responsibilities.
• Assist junior Customer Service Specialists in more complex situations and returns
• Act as a first point of contact for questions or concerns from junior Customer Service Specialists
• Support company goals and objectives, policies and procedures, Good Manufacturing Practices, performance management programs, and FDA regulations

EDUCATION AND EXPERIENCE YOU’LL BRING

 

Required Experienc