Sr. Associate, 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:

Sr. Associate, Customer Service

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

Working independently and in team environment under minimal supervision, provides sales order and/or inventory management support to sales representatives, hospitals, clinics and physicians. Processes customer orders submitted via multiple channels, including phone, fax, Electronic Data Interchange and e-mail. Fills customer orders and/or provides inventory support for products and services accurately, expeditiously, and under special circumstances.

What You’ll Work On

• Manages, coordinates and analyzes the rental and purchase business sales cycle by determining the needs of our customers and provides guidance ensuring compliance to programs and customer satisfaction.  Manages and facilitates rental and purchase orders, shipments, trunk stock, unit tracking, determines sourcing and coordinates deliveries with manufacturing, warehouse or 3PL as needed working with field personnel, internal/external customers and customer service staff
• Follows up and resolves discrepancies, credit holds, training requirements or product availability issues in a timely manner.  Ensures proactive communication to our customers on order status, expected release dates or requirements needed to fulfill order.
• Support a continuous improvement environment for department processes including order processing and invoicing transactions, returns processing, backorder processing, credit requests, and new product launches.
• Develops rapport with customers and field sales/clinical personnel via verbal and written communication.
• May be assigned to assist on projects requiring more direct and diverse experience and expertise within the Customer Service department.
• Provides and communicates inventory status updates and support. Performs advanced transactions requiring research and intra-department coordination and/or approvals. Manages allocations cross functionally and provides direction to team on shipments. Provides inventory tracking and support for all company devices. Transacts inventory movement and status changes. Researches and processes billing correction requests to ensure proper billing and corrects commission payments on all devices. Provides accurate entry and field support for clinical procedure calendar when required.
• Responsible for obtaining approvals, issuing and tracking returns and issuing credits based on procedures.  Works with customers to expedite the return through to resolution
• Researches, troubleshoots, investigates and resolves customer challenges to ensure timely resolution and high customer satisfaction. Analyzes and interprets the customer requirements and develops feasible solutions working with other related personnel when problems and/or inquiries arise.
• Keeps current on all products offered by company. Monitors, understands and implements changes in regulatory requirements or CS processes.
• Ensures all system requirements are met prior to product distribution.  Processes product distribution releases in the ERP system once required documentation is obtained.
• Actively participates in FSCA or recall activities such as contact report generation, tra