Customer Service Specialist

at  Abbott Laboratories

ABBOTT

Abbott is a global healthcare company devoted to improving life through the development of products and technologies that span the breadth of healthcare. At Abbott, we’re committed to helping you live your best possible life through the power of health. For more than 125 years, we’ve brought new products and technologies to the world - in nutrition, diagnostics, medical devices and branded generic pharmaceuticals - that create more possibilities for more people at all stages of life.
Today, 109,000 of us are working to help people live not just longer, but better, in the more than 160 countries we serve. Our mission is to understand that the first step to living your best life is good health. Everything we make is designed to help you do just that. That’s our commitment to building life-changing technologies that keep your heart healthy, nourish your body at every stage of life, help you feel and move better, and bring you information, medicines and breakthroughs to manage your health www.abbott.com

REQUIREMENTS

• High School Certificate and other relevant certificates, diploma or degree
• Completion of additional customer service related education viewed favorably
• Previous customer service experience or customer facing role preferably in the healthcare industry but not essential
• Proficient in MS Office programs such as Word, Excel and Outlook and comfortable with IT systems
• SAP or other ERP system experience a significant advantage
• Strong computer navigation and typing skills
• Good attention to detail-oriented, a critical-thinker, experienced at investigating and resolving complex issues
• Ability to obtain in depth product knowledge of multiple products/services and keep up to date on new technologies
• Solution oriented and service mindset Ability to obtain and execute inside sales opportunities
• Effectively collaborate with others
• Work independently and as part of a team
• Work effectively in a fast-paced environment with changing priorities
• Fluency in Finnish, as well as strong communication skills in English

THE ROLE

The Customer Service Specialist role is the first point of contact to support various customers such as Hospital’s, GP’s, Pharmacies as well as our key distributors.
The Customer Service Specialist is responsible for a variety of tasks including handling customer enquiries concerning products or services, order processing, first line technical service product support and administration.
The Customer Service Specialist play a key role for supporting our commercial sales team, distributors and supply chain .

RESPONSIBILITIES

• All orders are processed through our ERP systems. Orders are received primarily by email, with some also received via phone, , sales representatives or directly through our online system.
• Communicate proactively with internal and external customers regarding order status and other topics in a professional, positive, friendly and courteous manner.
• Review and maintain customers open orders on a daily basis.
• Investigate and resolve order processing issues reported by customers and working cross-functionally with other departments to resolve customer queries.
• Resolve e-mail, fax and telephone inquiries and liaise directly with customers on a variety of issues such as pricing, inventory availability, terms, delivery or general questions
• Collaborate with other departments to ensure accuracy of data maintained on SAP
• Keeping customer account changes up to date and communicated to the commercial sales team.
• Keep up to date on products, inventory levels, special requirements and promotions, communicated from various departments to support the delivery of an excellent customer service.
• Provide first level support in troubleshooting customer complaints across the designated product range by analyzing customer problems and asking the appropriate questions to resolve.
• Communicate regularly with your Manager of all changes, issues and potential concerns with any customer accounts. Employees are empowered to share ideas and to drive and support continuous improvement.
• Work with our central warehouse and or supply chain team with regards to inventory, escalations and customer inquiries. Complete all customer or staff requested reporting supporting internal and external data requests.
• Work with Finance regarding invoicing and invoice related issues
• Develop and maintain fruitful customer and internal colleague relationships and collaboration.
• Responsible for complying with and executing applicable Quality Management System (QMS) processes, to support the delivery of an excellent customer experience.
• As Customer Service Specialist the role will work under limited supervision and apply subject matter knowledge in the area of internal Customer Support (Non-Technical).
• Requires capacity to apply skills/knowledge within the context of specific needs or requirements.
• Handles customer telephone queries, aiming to clarify, orient and direct detected problems toward a solution being customer centric and providing excellent customer satisfaction.