Customer Service Specialist

Abbott Rapid Diagnostics is a world leader in rapid diagnostics at the point of care, with a focus on cardiometabolic disease, infectious disease and toxicology. Point of care testing provided immediate, actionable information, contributing to better clinical, operational and economic outcomes.

The Customer Service Specialist role is the first point of contact to support various customers such as our key distributors and NGO’s.

The Customer Service Specialist is responsible for a variety of tasks including order processing for both our internal and external customers.

Essential Duties And Responsibilities (Key Activities)

• Carries out duties in compliance with established business policies and procedures.
• Demonstrates commitment to the development, implementation and effectiveness of applicable Quality Processes as per ISO, FDA, and other regulatory agencies.
• Responsible for exhibiting professional behavior with both internal/external business associates that reflects positively on the company and is consistent with the company’s policies and practices.
• Responsibility to understand and maintain awareness of the quality consequences which may occur from the improper performance of their specific job.
• Process all orders received.
• Communicate proactively with internal and external customers regarding order status and other topics in a professional, positive and courteous manner.
• Review and maintain customers open orders on a daily basis.
• Investigate and resolve order processing issues reported by customers and working cross functionally with other departments to resolve customer queries.
• Resolve customer inquiries and liaise directly with customers on a variety of issues such as pricing, inventory availability, terms, delivery or general questions.
• Collaborate with other departments to ensure accuracy of data maintained on SAP
• Communicate regularly with your Team Lead of all changes, issues and potential concerns with any customer accounts. Employees are empowered to share ideas and to drive and support continuous improvement.
• Work with our central warehouse and or supply chain team with regards to inventory, escalations and customer inquiries.
• Develop and maintain positive customer and internal colleague relationships.
• Responsible for complying with and executing applicable Quality Management System (QMS) processes, to support the delivery of an excellent customer experience.
• Perform other duties and projects as assigned.
  
  

Personal Characteristics

• Truly customer focused
• Self-starter ready to take initiative
• Professional attitude
• Interactive and engaging
• A multi-tasker with excellent time management skills
• Adaptable and Flexible
• Ability to deal with changing priorities
• Eagerness and willingness to learn
• Problem Solving
• Experience dealing with Ambiguity
• Drive for Results
• Excellent verbal and written communications
• Team player
  
  

Dimensions –Education / Experience / Skills

• Proficient in MS Office programs such as Word, Excel and Outlook and comfortable with IT systems
• Strong computer navigation and typing skills
• Good attention to detail, a critical-thinker, experienced at investigating and resolving complex issues
• Effectively collaborate with others
• Communicate professionally
• Good email etiquette
• Work independently and as part of a team
• Work effectively in a fast-paced environment with changing priorities
• SAP or other ERP system experience a significant advantage
• Previous customer service experience desired preferably in the healthcare industry but not essential