Customer Service Specialist

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 Division. We have a global accountability to delivery an exceptional 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 Specialist is responsible for the processing of inbound purchase orders in an efficient and accurate manner. Their responsibility includes, but is not limited to, returns and credits, sales order escalations, error

reviews and allocations.

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

• Manage and process the workflow related to customer purchase orders which includes : Fax and Email purchase orders into Esker (fax automation solution), EDI (Electronic Data Interface), and salesforce.com (CRM)
• Assume ownership and responsibility for data accuracy of all sales order information that is entered into Abbott Rapid Dx North America’s SAP ERP system
• Managing incoming requests from functional mailboxes. Review and respond to all emails with professionalism, accurate information and ensure timely follow-ups
• Work with Master Data, Purchasing, Finance, Sales/Marketing, Distribution Centers and other relevant functions regarding allocations, returns/credits and other order issues
• Ability to investigate and resolve escalated orders from all sales order processing channels (Esker, SAP and Salesforce.com) and elevate to Subject Matter Expert (SME) and Team Lead/Supervisor if necessary
• Generate reports as needed, but not limited to, open orders, billing block and error trending
• Collaborate with Team Lead/Supervisor and Subject Matter Expert (SME) on continuous improvement and identifying process efficiencies
• Responsible for executing assigned task and/or project
• Maintain required knowledge of all Abbott Systems including SAP, Esker, Agile, Metro, LERN and SharePoint to accurately provide information to all inquiries and follow business guidelines
• Build and maintain professional working relationship with our internal and external customers
• 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
• Collaboration and Teamwork
  
  

Minimum Qualifications

• Must be proficient in MS Office including Excel, Word and Outlook
• Must have good keyboarding and typing skills
• Must have data entry experience
• Must be able to multi-task and meet deadlines
• Must be able to communicate professionally
• Must be willing to work night shift
  
  

Education & Experience

• Must possess at least College/Bachelor’s Degree
• Minimum 1-2 year(s) experience in a related field required
• Knowledge of SAP or ERP applications preferred