Customer Service Specialist

JOB DESCRIPTION:

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

Our Point of Care diagnostic portfolio spans key health and therapeutic areas, including infectious disease, cardiometabolic, informatics and toxicology.

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 will have access to:

• Career development with an international company where you can grow the career you dream of.
• 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

As the Customer Service Specialist, you will be the first point of contact supporting various customers, including key distributors and NGOs. You will be responsible for a variety of customer service and order management activities, ensuring a high-quality customer experience while supporting the efficient processing of orders for both internal and external customers.

What You’ll Do

• Carry out duties in compliance with established business policies and procedures.
• Demonstrate commitment to the development, implementation and effectiveness of applicable Quality Processes as per ISO, FDA and other regulatory agencies.
• Exhibit professional behavior with internal and external business associates that reflects positively on the company and is consistent with company policies and practices.
• Understand and maintain awareness of the quality consequences that may occur from improper performance of specific job responsibilities.
• Process all customer orders received.
• Communicate proactively with internal and external customers regarding order status and other topics in a professional, positive and courteous manner.
• Review and maintain customer open orders on a daily basis.
• Investigate and resolve order processing issues reported by customers and work cross-functionally with other departments to resolve customer queries.
• Resolve customer inquiries related to pricing, inventory availability, terms, delivery and general questions.
• Collaborate with other departments to ensure accuracy of data maintained on SAP.
• Communicate regularly with the Team Lead regarding changes, issues and potential concerns with customer accounts.
• Support continuous improvement initiatives by sharing ideas and driving process enhancements.
• Work closely with the central warehouse and supply chain teams regarding inventory, escalations and customer inquiries.
• Develop and maintain positive customer and internal colleague relationships.
• Comply with and execute applicable Quality Management System (QMS) processes to support the delivery of an excellent customer experience.
• Perform other duties and projects as assigned.

Requirements

• Previous customer service experience desired, preferably in the healthcare industry, but not essential.
• Proficient in Microsoft Office applications including Word, Excel and Outlook.
• Comfortable working with IT systems.
• Strong computer navigation and typing skills.
• Good attention to detail with the ability to investigate and resolve complex issues.
• Strong critical-thinking and problem-solving abilities.
• Ability to collaborate effectively with others.
• Professional communication skills with good email etiquette.
• Ability to work independently and as part of a team.
• Ability to work effectively in a fast-paced environment with changing priorities.
• SAP or other ERP system experience is a significant advantage.
• Truly customer-focused with a professional attitude.
• Self-starter who is ready to take initiative.
• Interactive and engaging team player.
• Excellent time management and multitasking skills.
• Adaptable, flexible and comfortable dealing with ambiguity.
• Eagerness and willingness to learn.
• Strong verbal and written communication skills.
• Drive for results and continuous improvement.

Location

This position is based in Philippines.

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

N/A

In specific locations, the pay range may vary from the range posted.

JOB FAMILY:

Customer Service

DIVISION:

RMDx Rapid and Molecular Diagnostics

LOCATION:

Philippines > Taguig City : Five/Neo Building

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

Not specified

MEDICAL SURVEILLANCE:

Not Applicable

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)