Senior Customer Service Associate

4 weeks ago

Saint Paul, United States Abbott Full time

The Opportunity

This position works out of our Lillehei, MN location in the Heart Failure Division. In Abbott’s Heart Failure (HF) business, we’re developing solutions to diagnose, monitor and manage heart failure, allowing people to restore their health and get on with their lives.

What You’ll Work On

Working under close and continuous supervision, provides sales order and/or inventory management support to the sales force, hospitals, clinics and physicians. Fills customer orders and/or provides inventory support for products and services accurately, expeditiously, and under special circumstances.

What You’ll Do

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 point of destination. Follows up and resolves order discrepancies, credit holds, training requirements or product availability issues when appropriate with the guidance of team lead/Supervisor. Communicates to customers on order status, expected release dates or requirements needed to fulfill 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. 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. Responds quickly to customer inquiries and requests, including medium difficulty technical questions escalating when appropriate. Effectively communicates and interacts with internal and external customers to ensure priorities and exceptions are clearly understood. Maintains positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors. 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. Provides timely feedback to Information Systems on any systems issues. Escalates issues as appropriate. Receives and responds to routine customer product complaints, determines validity of warranty period, processes credits, works with internal personnel to schedule installs, ship replacements or loaned equipment to address immediate customer needs. Receives and responds to routine customer service complaints under the supervision of a Lead/Supervisor or Manager. Handles issues and resolves including identifying causes to prevent re-occurrence with guidance of Team Lead/Supervisor/Manager. Support a continuous improvement environment for department processes including order processing and invoicing transactions, returns processing, backorder processing, credit requests, and new product launches. 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. Keeps current on all products offered by company. Understands and implements changes in regulatory requirements with guidance of Team Lead/Supervisor/Manager Establishes and maintains a business climate that fosters positive and cooperative working relationships with all levels of employees, customers, contractors and vendors. 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. Performs other related duties and responsibilities, on occasion, as assigned. Support on call afterhours by providing support to urgent request outside regular working hours; associated required to carry cell phone when assigned.

Education and Experience You’ll Bring

Required

Minimum 1 years of experience in a similar field or discipline

*

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