International Customer Service Operations Specialist

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 115,000 colleagues serve people in more than 160 countries.

JOB DESCRIPTION:

International Customer Service Operations Specialist

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and your family, be your true self, and live a full life. You’ll also have access to:

• Career development with an international company where you can grow the career you dream of.

• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.

• An excellent retirement savings plan with a high employer contribution. · Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.

• A company recognized as a great place to work in dozens of countries worldwide and named one of the most admired companies in the world by Fortune.

• A company that is recognized as one of the best big companies to work for as well as the best place to work for diversity, working mothers, female executives, and scientists.

About Abbott

Abbott's Lake Mary location is part of Global Business Services (GBS) within the RMDx Rapid and Molecular Diagnostics Division. GBS has a global accountability to deliver an exceptional customer experience and create business value through compliance, standardization and data analytics. The GBS group fosters a collaborative, team focused and winning environment where employees are accountable and encouraged to develop themselves.

The Opportunity

The International Customer Service Operations Specialist 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 following the operational process of the business relationship with stakeholders.

What You'll Work on

• Execute applicable Quality System processes, included but not limited to, Abbott Rapid Dx North America, LLC (RDNA) & Abbott Rapid Dx International Limited (RDIL). 
• Act as primary liaison between International or Domestic OEM customers, International Affiliates, Sales and GBS
• Responsible for all facets of assigned customers including, but not limited to, order fulfillment, open order management, service issues and resolution
• Develop and maintain customer relations by providing support & enhance business acumen.
• Review and maintain customers open orders on a daily basis to resolve customer orders with Delivery blocks, Billing blocks and Incomplete orders
• Prepare all required documentation and communication for International orders to meet respective country customs requirements
• Manage and process all inquiries and orders from all receipt methods
• Route customer contact inquiries to appropriate resources
• Follow up customer questions or concerns 
• Investigate, coordinate and process Credits & Return Goods Authorizations, and Debits; following reported service/product issue from stakeholders and customers.
• Resolve issues regarding pricing, inventory availability, payment terms, delivery or any other question regarding a customer’s order status
• Stay current with any account changes, inventory requirements and order requirements
• Keep up to date on products, inventory, promotions, etc. that are necessary to provide customers with exceptional customer service
• Keep manager informed of all changes, issues and potential concerns of all customer accounts
• Maintain customer Profile Sheets (Factsheets)
• Work with supply chain personnel to ensure customer fulfillment and requirements are met
• Complete customer reporting requests
• Other duties as assigned

Required Qualifications

• High School Diploma required
• 3 years' experience in a similar role
• SAP or other ERP system experience a plus
• Must be multilingual (English and Spanish required) 
• Must be proficient in MS Word, Excel and Outlook 
• Must have good keyboarding and typing skills 
• Must be able to effectively collaborate with others
• Must be able to communicate professionally, verbally and in writing
• Must be able to work independently and on a team
• Must be able to work effectively in a fast-paced environment with shifting priorities

Preferred Qualifications

• Bachelor’s degree preferred

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives:  www.abbottbenefits.com

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

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

The base pay for this position is

$19.05 – $38.15/hour

In specific locations, the pay range may vary from the range posted.

JOB FAMILY:

Customer Service

DIVISION:

RMDx Rapid and Molecular Diagnostics

LOCATION:

United States > Lake Mary : 1101 Greenwood Boulevard

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

Not specified

MEDICAL SURVEILLANCE:

Not Applicable

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.EEO is the Law link- English: http://webstorage.abbott.com/common/External/EEO_English.pdfEEO is the Law link- Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf