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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 with internal personnel to schedule installs, ship replacements, or loaned equipment to address immediate customer needs.
• Receives and responds to customer service complaints, researches and analyzes data to facilitate resolution of trended occurrences, and escalates as appropriate. Responsible for generating routine reports as needed for Internal and/or External Customers.
• Establishes and maintains a business climate that fosters positive and cooperative working relationships with all levels of employees, customers, contractors, and vendors.
• May provide technical support to Customer Service team(s) for transactional and/or technical questions and processes, including areas related to ERP functionality and other systems and processes used by Customer Service teams. May act as a trainer for others, answering questions and sharing information. Works with Customer Service leadership team and Business Process team to identify areas of training focus.
• Support all Company initiatives identified by management and in support of Quality Management Systems (QMS), Environmental Management Systems (EMS), and other regulatory requirements. Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements, Company policies, operating procedures, processes, and task assignments. Maintains positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.
Required Qualifications
• High school diploma or other specialized training/equivalent related experience.
• Minimum of two or more years of demonstrated experience in a customer service or closely related environment.
• Demonstrated competence in English spelling, grammar, and punctuation, including the ability to successfully pass a reading comprehension pre-employment examination.
• Demonstrated organizational skills, attentiveness to detail, ability to work under general supervision, and the ability to handle multiple projects simultaneously.
• Demonstrated interpersonal skills, including the ability to listen, resolve problems, and deal with unresolved issues, delays, and unexpected events while effectively communicating and maintaining rapport with sales representatives and customers.
• Demonstrated keyboard and personal computer skills (experience with Microsoft Office including Excel, Word, or equivalent applications required), including the ability to pass a 10-key assessment examination.
• Ability to work in a highly matrixed and geographically diverse business environment.
• Ability to work within a team and as an individual contributor in a fast-paced, changing environment.
• Ability to leverage and/or engage others to accomplish projects.
• Strong verbal and written communication with the ability to effectively communicate at multiple levels in the organization.
• Multitasks, prioritizes and meets deadlines in a timely manner.
• Strong organizational and follow-up skills, as well as attention to detail.
• Ability to travel approximately 10%, including internationally.
• Regularly scheduled overtime is a requirement of this position.
• Ability to maintain regular and predictable attendance.
Apply Now
• Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.
Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com
Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.
Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.
The base pay for this position is $15.60 – $31.20 per hour. In specific locations, the pay range may vary from the range posted.
