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:

Customer Service Representative II
 

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

This position works out of our Lillehei location in St. Paul, MN in the SH division.

Structural Heart Business Mission:  why we exist

Our business purpose is to restore health and improve quality of life through the design and provision of device and management solutions for the treatment of structural heart disease.

This hours for this role will be Monday - Friday 10:00am - 6:30pm.

What You’ll Work On

• Receives and processes customer rental and purchase orders according to established procedures.  Interprets and clarifies customer orders for the shipping department, creates relevant shipping paperwork, communicates waybill information, and traces lost shipments.  Maintains customer contact until shipment is received at the point of destination. 
• Follows up and resolves order discrepancies, credit holds, training requirements, or product availability issues when appropriate with the guidance of the team lead/Supervisor.  Communicates to our customers on order status, expected release dates, or requirements needed to fulfill the order.
• Provides and communicates inventory status updates and support.  Researches and prepares 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.
• Keeps current on all products offered by the company. Monitors understand and implement changes in regulatory requirements or CS processes.
• 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. Receives and responds to customer product complaints, determines the validity of warranty period, processes credits, and works with internal personnel to schedule installs, ship replacements, or loaned equipment to address immediate customer needs. 
• Performs consignment inventory initial set-up, audits, and troubleshoots discrepancies through to resolution with external customers.  May generate reports on inventory and consignment products for field or management distribution.
• Maintains Accounts and Contacts in ERP and CRM Databases, including maintenance and updates.  Consults and strategizes with management regarding identifying key hospital personnel regarding future product opportunities and customer needs.
• Works on process improvement and other projects under the supervision of the Customer Service Lead/Supervisor/Manager
• Handles moderately complex issues and resolves and/or facilitates resolution of problems, including identifying causes to prevent re-occurrence with the guidance of Team Lead/Supervisor/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. Receives and responds to customer product complaints, determines the validity of warranty period, processes credits, works wi