Customer Service Representative II

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.

About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and 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.
• Free medical coverage for employees* via the Health Investment Plan (HIP) PPO
• An excellent retirement savings plan with high employer contribution
• Tuition reimbursement, the [Register to View] student debt program and [Register to View] 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 around the world 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 a best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

This position works out of our location in Minneapolis (Lillehei location) in the EP division. In Abbott’s Electrophysiology (EP) business, we’re advancing the treatment of heart disease through breakthrough medical technologies in atrial fibrillation, allowing people to restore their health and get on with their lives.

As the Customer Service Associate II, you'll have the chance to work in a team environment under general supervision, provide sales order support to sales representatives, hospitals, clinics and physicians. Process customer orders submitted via multiple channels, including phone, fax, Electronic Data Interchange and e-mail. Provide inventory support for products and services accurately, expeditiously, and under special circumstances. Support a continuous improvement environment for department processes including order processing and invoicing transactions, returns processing, backorder processing, credit requests, and new product launches. This position requires developing rapport with customers and field sales/clinical personnel via verbal and written communication. May be assigned to assist on projects within the Customer Service department.

Work Shift: 9:30am-6:00pm M-F.

What You’ll Work On

• Receives and processes customer rental and purchase orders according to establish procedures. Interprets and clarifies customer orders for the shipping department, creates relevant shipping paperwork, communicates waybill information, and traces lost shipments. Maintains customer contact until shipment is received at point of destination.
• Follows up and resolves order discrepancies, credit holds, training requirements or product availability issues when appropriate with the guidance of team lead/Supervisor. Communicates to our customers on order status, expected release dates or requirements needed to fulfill order.
• Responds quickly to customer inquiries and requests, including medium difficulty technical questions.
• Keeps current on all products offered by company. Monitors, understands and implements changes in regulatory requirements or CS processes.
• Support a continuous improvement environment for department processes including order processing and invoicing transactions, returns processing, backorder processing, credit requests, and new product launches.
• Requires developing rapport with customers and field sales/clinical personnel via verbal and written communication.
• May be assigned to assist on projects within the Customer Service department.
• Provides timely feedback to Information Systems on any systems issues. Escalates issues as appropriate.
• Maintains Accounts and Contacts in ERP and CRM Databases including maintenance and updates. Consults and strategizes with management regarding identifying key hospital personnel regarding future product opportunities and customer needs
• Works on process improvement and other projects under the supervision of the Customer Service Lead/Supervisor/Manager
• Effectively communicates and interacts with internal and external customers to ensure priorities and exceptions are clearly understood. Maintains positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.
• Handles moderately complex issues and resolves and/or facilitates resolution of problems including identifying causes to prevent re-occurrence with guidance of Team Lead/Supervisor/Manager.
• Responsible for obtaining approvals, issuing and tracking Returns and ensuring the issuance of credits based on procedures. Works with customers to expedite the return through to resolution. Receives and responds to customer product complaints, determines validity of warranty period, processes credits, works with internal personnel to schedule installs, ship replacements or loaned equipment to address immediate customer needs.
• Receives and responds to customer service complaints, researches and analyzes data to facilitate resolution of trended occurrences, escalates as appropriate.
• Establishes and maintains a business climate that fosters positive and cooperative working relationships with all levels of employees, customers, contractors and vendors.
• Responsible for generating routine reports as needed for Internal and/or External Customers.
• May provide technical support to Customer Service team(s) for transactional and/or technical questions and processes including areas related to ERP functionality and other systems and processes used by Customer Service teams.
• May act as trainer for others, answering questions and sharing information. Works with Customer Service leadership team and Business Process team to identify areas of training focus.
• Support all Company initiatives as identified by management and in support of Quality Management Systems (QMS), Environmental Management Systems (EMS), and other regulatory requirements.
• Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements, Company policies, operating procedures, processes, and task assignments. Maintains positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.
• Performs other related duties and responsibilities, on occasion, as assigned.

Required Qualifications

• High school diploma or other specialized training/equivalent related experience.
• Minimum of two or more years of demonstrated experience in a customer service or closely related environment.
• Demonstrated competence in English spelling, grammar and punctuation, including the ability to successfully pass a reading comprehension pre-employment examination.
• Demonstrated organizational skills, attentiveness to detail, ability to work under general supervision and the ability to handle multiple projects simultaneously.
• Demonstrated interpersonal skills, including the ability to listen, resolve problems, deal with unresolved issues, delays and unexpected events, while effectively communicating and maintaining rapport with sales representatives and customers.
• Demonstrated keyboard and personal computer skills (experience with Microsoft Office including Excel, Word or equivalent applications required) including the ability to pass a 10 key assessment examination.
• Ability to work in a highly matrixed and geographically diverse business environment.
• Ability to work within a team and as an individual contributor in a fast-paced, changing environment.
• Ability to leverage and/or engage others to accomplish projects.
• Ability to maintain regular and predictable attendance.
• Regularly scheduled overtime is a requirement of this position.

* Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: [Register to View]

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.

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