eCommerce Customer Service Analyst - Columbus, OH

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 109,000 colleagues serve people in more than 160 countries.

About Abbott

Our nutrition business develops science-based nutrition products for people of all ages, from helping babies and children grow, to keeping adult bodies strong and active. Millions of people around the world count on our leading brands - including Similac®, PediaSure®, Pedialyte®, Ensure®, Glucerna® and ZonePerfect® - to help get the nutrients they need to live their healthiest life. Our location in Seattle, WA currently has an opportunity for a National Account Manager for the Costco account team

Our location in Columbus, OH currently has an opportunity for an eCommerce Customer Service Analyst position. The eCommerce Customer Service Analyst will play a key role in identifying and proactively taking corrective measures, associated with service failures related to the order-to-revenue cycle. These failures are often the result of transactions, which originate or stem from the responsibilities of inter-related departments, such as Sales, Marketing, Deployment, and Logistics/Transportation. Effective interaction across the Division on fixing the root cause of these service failures is fundamental to providing excellent service and the avoidance of controllable costs. Failure to perform this function would result in the degradation of service and incremental costs to the Division. Combined annually these two groups handle $1.7 billion in sales and 50,000 orders. Order Management for departments of Retail and Distributor CSO (Customer Service Operations): eCommerce Customer Service Analysts are responsible for the order management, customer service, and problem resolution for internal accounts.


Cost Avoidance (5%):
  • Manage customer orders and appropriate queues to meet customer delivery expectations and PO Fill Rate compliance to avoid significant fines.
  • Maintain scorecard performance and drive ANSC initiatives to improve customer satisfaction and compliance.

Order Management (50%):
  • Process manual pricing adjustments and price bracket overrides in accordance with CSO (Customer Service Operations) Operating Procedures & Guidelines.
  • Demonstrate full comprehension of ECC and EDI as they pertain to the order to revenue cycle within SAP.
  • Demonstrate sound decision making based on facts and a clear understanding of the impact to the customer and organization when making decisions effecting MABD and PO fill rate.
  • Provide back-up support for the third party Contact Center; this requires keeping current on all transactional order management processes and procedures in the event of a disaster.
  • Proactively collaborate with Deployment to ensure adequate DC inventory availability for promotional shipments, new item introductions and other general products.
  • Assist and/or provide support to third party with ancillary duties which consists of backorders, e-Abbott, Kana, INQ processing, cancel/rebills, incomplete/delivery block/complete delivery, returns, cCust and EDI/IDOCs.
  • Collaborate with Supply Chain Transportation Logistics 3PL DC to ensure customer expectations are met.
  • Provide coaching, support and training to the third party Customer Service Contact Center and Corporate Accounts Receivable department.
  • Exhibit in-depth systems knowledge and the ability to extract data as needed by utilizing SAP, Cognos, LEAN, Sharepoint, CORs (Commercial Operations Request System), ECRS (eBusiness Change Request System).

Strategy (15%):
  • Monitor delivery and product availability issues that may result in compliance fines and/or customer scorecard performance.
  • Collaborate with Transportation and Deployment to address performance issues and develop corrective action plans.
  • Exhibits understanding of concepts, principles and processes associated with Supply Chain in order to support margin improvement and sales growth projects.
  • Independently determine and develop approach to problem solving as it pertains to order management.
  • Strategize with internal departments to establish efficient order behaviors in relation to complete delivery, effective ordering patterns, and assist in the improvement of the perfect order.
  • Build solid working relationships with CBC, NAMs and customer contacts to leverage business opportunities.

Communications (30%):
  • Collaborate with brand group, SCM and NAMs to manage the execution of new product introductions, price and/or contract changes, general product discontinuations, as well as implement product exit strategies.
  • Proactively communicate with SCM's, NAM's, customer contacts, and appropriate internal departments with regards to late arrivals, products cuts, and backorders according to account specific expectations.
  • Collaborate with Supply Chain Management, National Account Managers, customer and Pricing department to resolve pricing, weight discrepancies and various account inefficiencies and opportunities.
  • Actively participate in Supply Chain Management meetings to stay abreast of all customer sales and supply chain initiatives.
  • Collaborate with Supply Chain Transportation Logistics during 3PL DC cutover.
  • Attend and lead customer account visits on an as needed basis to collaborate and strategize for efficiencies on the account.

The above major responsibilities are intended to describe the position and is not intended to be an exhausted list of all responsibilities, duties and skills required. The eCommerce Customer Service Analyst must be able to solve or triage all aspects of customer interaction with Abbott.

The eCommerce Customer Service Analyst reports to the internal group managers within Customer Service Operations with an annual budget for the department of $8.2MM. The responsibilities of this position within CSO play a fundamental role in the

order-to-revenue strategy of the Nutrition Division.


  • Bachelor's Degree
  • 2-3 years of experience in order management, logistics, or supply chain
  • Proficient in the use of Microsoft Word, Excel and PowerPoint


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 (Include for Manufacturing roles only)
  • Production areas that are clean, well-lit and temperature-controlled (Include for Manufacturing roles only)
  • 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:

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.

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