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Customer Service Representative

1 month ago

San Juan, United States Abbott Laboratories Full time
About AbbottAbbott is a global healthcare leader, creating breakthrough science to improve peopleâs health. Weâre always looking towards the future, anticipating changes in medical science and technology.Working at AbbottAt 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.
  • Health Insurance (starting on Day 1 of employment), Savings Plan (401K) with company match, Life insurance for you and your spouse/children, Short Term Disability, Long Term Disability, Education Assistance, Employee Assistance Program, Vacation, Sick, Personal Days.
  • 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 OpportunityThis position works out of our San Juan location in the Vascular Division.As a Customer Service Representative, you will be responsible for the support of customers through one or more of the following: a) Accurate and timely patient device registrations,b) provide sales order and/or inventory management support to the sales force, hospitals, clinics and physicians, c) fill customer orders and/or provide inventory support for products and services accurately, expeditiously, and under special circumstances, d) provides customers with proper information and assistance necessary in order to maintain good customer relations or e)facilitate communications between the sales force and in-house contacts to resolve patient orders processing and customer issues.What You will work on
  • Responsible for compliance with applicable Corporate and Divisional procedures.
  • Perform pro- active follow - up calls to sales representatives / complaints to obtain implant information, purchase order numbers and device tracking information to ensure correct inventory records, and the billing of all devices in a timely manner.
  • Research and resolve any problem with orders received. Correct the order as necessary, and release for ID patient processing.
  • Research and prepare billing corrections when required, to ensure proper billing is recorded.
  • Resolve and/ or facilitate resolution of problems, including identifying causes to prevent re-occurrence.
  • Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements, cooperative communications, and collaboration with all levels of employees, customers. contractors, and vendors.
  • Responsible for compliance with applicable Corporate and Divisional Policies, and performing other duties as assigned by management.
  • Organize and prioritizes daily work routine to meet established schedule.
  • Assist on the preparation of provide data and performance metrics as required.
  • Responsible for all Billing, Replenishments, Credit Memos & Shipments related to consignment programs for the Vascular Division.
  • Liaison and support to Accounts Receivable in investigation to customers claims.
  • Must demonstrate patience, tact, empathy, and problem-solving skills with consistently good voice quality.
  • Any other duty assigned by Supervisor.
Required Qualifications
  • Associate degree in Science, Business Administration or equivalent
  • 3+ years of experience in a customer service or quality operations role or closely related environment. Experiences in the biotech, bio instruments or medical devices industries are preferred.
Skills and Experience
  • Excellent and Fluent spoken and written of English and Spanish
  • Technical/Business Knowledge
  • Planning/Organization
  • Must demonstrate patience, tact, empathy and problem-solving skills with consistentlygood voice quality.
  • Demonstrated the organizational skills, attentiveness to detail, ability to work under general supervision and the ability to handle multiple projects simultaneously.
  • Demonstrated interpersonal skills attentiveness to detail, including the ability to listen, resolve problems, deal with unresolved issues, delays, and unexpected events, while effectively communicating and maintaining rapport with sales representatives and customers.
  • Must possess demonstrated keyboard and personal computer skills (experience with Microsoft Office including Excel, Word or equivalent applications required).
  • Ability to manage multiple tasks.
  • SAP Preferred
  • Excel knowledge
Apply NowFollow 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.

The base pay for this position is $12.78 â $24.28 per hour. In specific locations, the pay range may vary from the range posted.

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