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Senior Associate, Customer Service

2 months ago

Minnetonka, United States Abbott Laboratories company Full time

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries.

Job Title

Senior Associate, Customer Service

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. Youll also have access to:

  • Career development with an international company where you can grow the career you dream of.
  • Free medical coverage for employees* via the Health Investment Plan (HIP) PPO
  • An excellent retirement savings plan with high employer contribution
  • Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelors degree.
  • 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

The Sr. Associate, Customer Service works in Minnetonka, MN in the CRM Division. As a global leader in Cardiac Rhythm Technologies, we focus on innovative technologies that can improve the way doctors treat people with heart arrhythmias or irregular heartbeats.

The Sr. Associate, Customer Service responds to customer inquiries via telephone or email to provide problem resolution in accordance with the Organization's service standards.

What Youll Work On

  • Manages, coordinates and analyzes the rental and purchase business sales cycle by determining the needs of our customers and provides guidance ensuring compliance to programs and customer satisfaction. Manages and facilitates rental and purchase orders, shipments, trunk stock, unit tracking, determines sourcing and coordinates deliveries with manufacturing, warehouse or 3PL as needed working with field personnel, internal/external customers and customer service staff
  • Follows up and resolves discrepancies, credit holds, training requirements or product availability issues in a timely manner. Ensures proactive communication to our customers on order status, expected release dates or requirements needed to fulfill order.
  • Support a continuous improvement environment for department processes including order processing and invoicing transactions, returns processing, backorder processing, credit requests, and new product launches.
  • Develops rapport with customers and field sales/clinical personnel via verbal and written communication.
  • May be assigned to assist on projects requiring more direct and diverse experience and expertise within the Customer Service department.
  • Provides and communicates inventory status updates and support. Performs advanced transactions requiring research and intra-department coordination and/or approvals. Manages allocations cross functionally and provides direction to team on shipments. Provides inventory tracking and support for all company devices. Transacts inventory movement and status changes. Researches and processes billing correction requests to ensure proper billing and corrects commission payments on all devices.
  • Provides accurate entry and field support for clinical procedure calendar when required.
  • Responsible for obtaining approvals, issuing and tracking returns and issuing credits based on procedures. Works with customers to expedite the return through to resolution
  • Researches, troubleshoots, investigates and resolves customer challenges to ensure timely resolution and high customer satisfaction. Analyzes and interprets the customer requirements and develops

Required Qualifications

  • High School diploma or an equivalent combination of educationandwork experience
  • Minimum 2 years Experience
  • Excellent oral and written communication skills with a demonstrated ability to interact effectively with individuals at all levels in the organization required.
  • Telephone sales ability a plus
  • Working knowledge of MS Word and Excel
  • Strong organizational, analytical and problem solving skills required
  • The ability to accurately handle complex processes and multi-task in a fast paced environment

Preferred Qualifications

  • Bachelors Degree
  • Knowledge of medical manufacturing and/or distribution preferred

Apply Now

* Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com

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 $18.70 $37.40 per hour. In specific locations, the pay range may vary from the range posted.