Point-of-care diagnostics is a growing and dynamic industry helping to improve clinical and economic outcomes globally. Abbott brings a variety of expert viewpoints on new innovations, insights, and impacts that are shaping the future of diagnostics around the world.

Global Business Services (GBS) is a transactional excellence group within the Abbott Rapid Diagnostics Division. GBS has a global accountability to deliver an exceptional customer experience and create business value through compliance, standardization and data analytics. The GBS group fosters a collaborative, team focused and winning environment where employees are accountable and encouraged to develop themselves.

The Customer Service Specialist is responsible for a variety of sales and customer support activities – including; accepting and processing Customer orders, arranging domestic and international shipments, preparing commercial invoices, handling customs clearance, monitoring inventory levels at warehouses and operating in a compliant and process driven way.

Duties and Responsibilities

Responsible for all areas of Customer order fulfillment, including order processing, open order management, order reporting, service issues and resolution

Manage and process all inquiries and orders from all receipt methods

Work with Quality, Master Data, Warehousing/Supply Chain and Finance personnel as needed to ensure specific customer requirements are met

Manage the organization of Domestic and International shipments as per Inco terms

Prepare and send relevant shipping documentation that meets appropriate export regulatory compliance

Coordinate shipments to and from factory, supplier, site, port and international locations

Coordinate and communicate with respective brokers to ensure shipments for Private Label products (made to order) in order to reach the final destination

Maintain ongoing relationship with commercial teams; flag order and customer issues, understand upcoming orders, changes in customer requirement and collaborate on shipping priorities at month and quarter end

Review and maintain customer’s open orders on a daily basis, in order to progress orders daily and to resolve any blocks (Delivery blocks, Billing blocks etc)

Adherence and awareness of compliance and regulatory guidelines in customer set up and support

Resolve e-mail, fax and phone issues with customers regarding pricing, inventory availability, terms, delivery, etc.

Investigate and process Credits & Return Goods Authorizations and Debits

Communicate proactively with internal and external customers regarding order status

Route customer contact inquiries to appropriate resources

Work cross-functionally to ensure that accurate information is maintained in SAP

Keep up-to-date on products, inventory levels, productions on allocation, promotions, etc. that are necessary to provide customers with impeccable customer service

Cross functional collaboration to ensure that all relevant stakeholders are informed of all changes, issues and potential concerns of all customer accounts

Complete all SAP transactions and Order status updates in a structured, accurate and compliant way in order to ensure accurate and consistent reporting that can be cascaded across the wider organization.

Investigate and resolve service issues reported by customers or as requested by Abbott

Responsible for executing applicable Quality Management System (QMS) processes, monitoring the success of service provided, and delivering an excellent customer experience.

Creating process documents in line with our Quality Management System

Other duties as assigned

Key Position Competencies

Functional Technical skills

Self-Starter – ability to work on their own initiative

Problem Solving skills

Drive for Results

Confident, can-do attitude.

Dealing with ambiguity

Dealing with complex tasks – where issues can have consequences across multiple departments.

Proven record of multi-tasking

Time Management

Written Communications

Customer Focus

Minimum Qualifications

Previous customer service experience required (in the healthcare industry preferred but not essential)

Must be proficient in MS Office including Excel, Word and Outlook

Proficiency in an ERP System (preferably SAP)

Experience handling tasks where attention to detail is critical to success

Experience of shipping, domestic and export traffic terms, documentation and procedures.

Thorough understanding of Customs regulations and Export controls

Knowledge and understanding of compliance and regulatory guidelines for setting up export customers

Experience auditing documents and project requirements.

Knowledge and comprehension of basic contract terms and conditions

Must be able to communicate professionally, verbally and in writing

Must be able to work independently and on a team

Must be able to react to situations with a strong sense of urgency

Must be willing to work night shift

Education & Experience

Must possess at least College/Bachelor's Degree

Minimum two years of working experience in the related field required

Knowledge of SAP or ERP applications required

Multi-language skills a plus