Customer Service Associate II

Point-of-care diagnostics is a growing and dynamic industry helping to improve clinical and economic outcomes globally. Abbott brings a variety of expert viewpoints on new innovations, insights, and impacts that are shaping the future of diagnostics around the world.

Abbott Rapid Dx North America, LLC’s Orlando site is part of Global Business Services (GBS) within the Abbott Rapid Diagnostics (ARDx) Division. GBS has a global accountability to deliver an excellent customer experience and create business value through compliance, standardization and data analytics. GBS also designs and develops Software products for ARDx businesses. The GBS group fosters a collaborative, team focused and winning environment where employees are accountable and encouraged to develop themselves.

The Customer Service Associate II- (ADPI) is responsible for a variety of sales and customer support activities by providing product and service information, resolving service inquiries and problems for internal and external customers.

This position is responsible for the adherence of all procedures and Service Level Agreements (SLAs) established by Abbott Rapid Dx North America, LLC.

Duties and Responsibilities:

• Responsible for all facets of assigned account management including, but not limited to, order fulfillment, open order management, service issues and resolution, while acting as primary liaison between customers and other areas of business

• Review and maintain open orders to quickly resolve delivery blocks, billing blocks, and incomplete order status, etc. Provide accurate documentation of all delays and changes made to an order

• Review and respond to all emails with professionalism, accurate information and timely follow up

• Properly document customer interactions by recording details of inquiries, complaints, and comments as well as actions taken

• Utilize all resources to resolve any issues or potential concerns regarding a customer, product or system. Obtain knowledge of businesses processes to resolve proactively and seek assistance from the leadership team as necessary

• Understand and review Credits & Return Goods Authorizations, and Debits. Take note of concerns received from customers and liaise to Support Team or Specialists for resolution

• Work with Domestic Customer Service Management in identifying and documenting areas of process changes or improvement

• Work with Distribution Centers, supply chain and sales as needed to manage customer expectations and ensure order fulfillment requirements are met

• Maintain required knowledge of all Abbott Systems including SAP, Esker, Agile, Metro, and SharePoint to accurately provide information to all inquiries and follow business guidelines

• Execute applicable Quality System processes

• Support Sarbanes Oxley (SOX) compliance

• Other duties as assigned

Key Position Competencies:

• Detailed Oriented

• Customer Focus

• Functional/Technical Skills

• Time Management and Priority Setting

• Problem Solving

• Drive Results

• Written and Oral Communications

• Professionalism

Minimum Qualifications:

• Must be proficient in MS Office including Excel, Word and Outlook

• Must have good keyboarding and typing skills

• Must have customer service experience, preferably on phone support/tasks

• Must be able to multi-task and meet deadlines

• Must be able to work independently and on a team

• Must be willing to work night shift

Education & Experience:

• Must possess at least College/Bachelor’s Degree

• Minimum2-3year(s)experience in a related field required

• Knowledge of SAP or ERP applications preferred