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Abbott Customer Service Specialist (Domestic) in Orlando, Florida

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 107,000 colleagues serve people in more than 160 countries

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 107,000 colleagues serve people in more than 160 countries

About Abbott

Diagnostic testing is a compass, providing information that helps in the prevention, diagnosis and treatment of a range of health conditions.

Abbott’s life-changing tests and diagnostic tools give you accurate, timely information to better manage your health. We’re empowering smarter medical and economic decision making to help transform the way people manage their health at all stages of life. Every day, more than 10 million tests are run on Abbott’s diagnostics instruments, providing lab results for millions of people.

Our location in Orlando, Florida. currently has an opportunity for a Customer Service Specialist (Domestic). This role will be 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. Responsible for acting as a liaison between customers, Corporate Account Directors and Account Executives, assisting with orders, errors, account questions and all other inquiries as needed.

WHAT YOU’LL DO

  • 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 the customer and other areas of the business.

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

  • Provide reports as requested by the customer, sales, marketing or leadership team. Maintain profile FACT sheets and contact lists for assigned accounts.

  • Responsible for creating, monitoring and understanding CMS reports, phone service levels, call volume, etc. Report stats to management. Identify gaps in phone service, recognize patterns, suggest and implement solutions for improvement.

  • Ensure customer satisfaction by answering incoming/outbound calls and emails in a friendly, engaged and enthusiastic manner. Apply knowledge to effectively respond to all inquiries. Review and respond to all emails with professionalism, accurate information and timely follow up. 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.

  • Properly document customer interactions by recording details of inquiries, complaints, and comments as well as actions taken. Responsible for working with the appropriate internal departments to ensure that accurate customer information and requirements are communicated, updated and maintained.

  • Serve as a liaison between internal departments, leadership, and customer to help improve service levels and business productivity, courteously. Maintain required knowledge of all Abbott Systems including SAP, Esker, Agile, Metro, SharePoint and Qlikview to accurately provide information to all inquiries and follow business guidelines.

  • 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.

  • Develop and maintain relationship with customer accounts and support staff. Participates in business projects and maintains strong customer focus.

  • Execute applicable Quality System processes. Create, update and implement job related SOPs.

  • Support Sarbanes Oxley (SOX) compliance.

  • Other duties as assigned.

EDUCATION AND EXPERIENCE, YOU’LL BRING

Required

  • High School diploma required; Bachelor’s degree preferred

  • Customer service, account management experience required, health care industry experience preferred

  • SAP or other ERP (enterprise resource planning) system experience preferred

  • Multi-lingual preferred

  • Must be proficient with typing and the use of MS Word, Excel and Outlook

  • Must have strong Customer Service and listening skills

  • Must have strong written and verbal communication skills

WHAT WE OFFER

At Abbott, you can have a good job that can grow into a great career. We offer:

  • A fast-paced work environment where your safety is our priority

  • Production areas that are clean, well-lit and temperature-controlled

  • Training and career development , with onboarding programs for new employees and tuition assistance

  • Financial security through competitive compensation, incentives and retirement plans

  • Health care and well-being programs including medical, dental, vision, wellness and occupational health programs

  • Paid time off

  • 401(k) retirement savings with a generous company match

  • The stability of a company with a record of strong financial performance and history of being actively involved in local communities

Learn more about our benefits that add real value to your life to help you live fully: http://www.abbottbenefits.com/pages/candidate.aspx

Follow your career aspirations to Abbott for diverse opportunities with a company that provides the growth and strength to build your future. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at www.abbott.com at http://www.abbott.com/ , on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.

An Equal Opportunity Employer

Abbot welcomes and encourages diversity in our workforce.

We provide reasonable accommodation to qualified individuals with disabilities.

To request accommodation, please call 224-667-4913 or email corpjat@abbott.com

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