Customer Service Representative I

at  Abbott Laboratories

QUALIFICATIONS

• High school diploma or other specialized training/equivalent related experience.
• 1 or more years of demonstrated experience in a customer service or closely related environment.
• Must possess 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.
• Experience working in a broader enterprise/cross-division business unit model preferred.
• Ability to work in a highly matrixed and geographically diverse business environment.
• Ability to leverage and/or engage others to accomplish projects.
• Ability to travel approximately 10% of the time, including internationally.
• Ability to maintain regular and predictable attendance.
• Regularly scheduled overtime is a requirement of this position
• Demonstrated competence in English spelling, grammar, and punctuation, including the ability to successfully pass a reading comprehension pre-employment examination is required.
• SAP Knowledge (desired)
• Experience in the biotech, bio-instruments or medical devices industries (desired)

MAIN PURPOSE OF ROLE

Working in team environment under general supervision, provides sales order support to sales representatives, distributors, hospitals, clinics and physicians. Processes customer orders submitted via multiple channels, including phone, fax, Electronic Data Interchange and e-mail. Provides inventory support for products and services accurately, expeditiously, and under special circumstances. Support a continuous improvement environment for department processes including order processing and invoicing transactions, returns processing, backorder processing, credit requests, and new product launches. This position requires developing rapport with customers and field sales/clinical personnel via verbal and written communication. May be assigned to assist on projects within the Customer Service department.

MAIN RESPONSIBILITIES

• Receives, verifies and processes purchases orders, and/or coordinates the distribution of medical devices to hospitals, sales representatives and/or distributors as appropriate.
• Researches and resolves any problems with orders received. Corrects the order as necessary, and releases for posting.
• Communicates all inventory shortages and shipping status to sales representatives and customers as required, and provides information on inventory availability on back-ordered items to the field.
• Performs pro-active follow-up to sales representatives/customers to obtain implant information, purchase order numbers, pricing information, and device tracking information in order to ensure correct inventory records, and the billing of all devices in a timely manner.
• Obtains approvals, issues and tracks Returns and Credits based on procedures. Works with customers to expedite the return through to resolution.
• Researches and prepares billing corrections when required, to ensure proper billing and correct commission payments on all devices.
• Proactively communicates to his/her supervisor about open cases and/or escalations to ensure priorities and exceptions are clearly set and solutions are in place.
• Support all Company initiatives as 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.