Customer Service Representative II

5 days ago

GondrecourtleChâteau, Grand Est, United States Abbott Full time
About Abbott

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 Summary

We are seeking a highly skilled Customer Service Representative II to join our team at Abbott. As a Customer Service Representative II, you will be responsible for providing exceptional customer service and support to our customers, ensuring their needs are met and exceeded.

Key Responsibilities
  • Receives and processes customer rental and purchase orders according to established procedures.
  • Interprets and clarifies customer orders for the shipping department, creates relevant shipping paperwork, communicates waybill information, and traces lost shipments.
  • Maintains customer contact until shipment is received at the point of destination.
  • Follows up and resolves order discrepancies, credit holds, training requirements, or product availability issues when appropriate with the guidance of the team lead/Supervisor.
  • Communicates to our customers on order status, expected release dates, or requirements needed to fulfill the order.
  • Provides and communicates inventory status updates and support.
  • Researches and prepares 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.
  • Keeps current on all products offered by the company.
  • Monitors understand and implement changes in regulatory requirements or CS processes.
  • Responsible for obtaining approvals, issuing and tracking Returns, and ensuring the issuance of credits based on procedures.
  • Works with customers to expedite the return through to resolution.
  • Receives and responds to customer product complaints, determines the validity of warranty period, processes credits, and works with internal personnel to schedule installs, ship replacements, or loaned equipment to address immediate customer needs.
  • Performs consignment inventory initial set-up, audits, and troubleshoots discrepancies through to resolution with external customers.
  • May generate reports on inventory and consignment products for field or management distribution.
  • Maintains Accounts and Contacts in ERP and CRM Databases, including maintenance and updates.
  • Consults and strategizes with management regarding identifying key hospital personnel regarding future product opportunities and customer needs.
  • Works on process improvement and other projects under the supervision of the Customer Service Lead/Supervisor/Manager.
  • Handles moderately complex issues and resolves and/or facilitates resolution of problems, including identifying causes to prevent re-occurrence with the guidance of Team Lead/Supervisor/Manager.
Requirements
  • High school diploma or other specialized training/equivalent related experience.
  • Minimum of two or more years of demonstrated experience in a customer service or closely related environment.
  • Demonstrated competence in English spelling, grammar, and punctuation, including the ability to successfully pass a reading comprehension pre-employment examination.
  • Demonstrated organizational skills, attentiveness to detail, ability to work under general supervision, and the ability to handle multiple projects simultaneously.
  • Demonstrated interpersonal skills, including the ability to listen, resolve problems, and deal with unresolved issues, delays, and unexpected events while effectively communicating and maintaining rapport with sales representatives and customers.
  • 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.
  • Ability to work in a highly matrixed and geographically diverse business environment.
  • Ability to work within a team and as an individual contributor in a fast-paced, changing environment.
  • Ability to leverage and/or engage others to accomplish projects.
  • Strong verbal and written communication with the ability to effectively communicate at multiple levels in the organization.
  • Multitasks, prioritizes and meets deadlines in a timely manner.
  • Strong organizational and follow-up skills, as well as attention to detail.
  • Ability to travel approximately 10%, including internationally.
  • Regularly scheduled overtime is a requirement of this position.
  • Ability to maintain regular and predictable attendance.

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