Customer Service Specialist - English language

About Abbott

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.

Abbott serves the Irish market with a diverse range of healthcare products including diagnostics, medical devices and nutritionals products. In Ireland, Abbott employs over 6,000 people across ten sites. We have six manufacturing facilities located in Clonmel, Cootehill, Donegal, Longford and Sligo and a third-party manufacturing management operation in Sligo. Abbott has commercial, support operations and shared services in Dublin and Galway. We have been operating in Ireland since 1946.

Abbott Rapid Diagnostics is part of Abbott’s Diagnostics family of businesses, bringing together exceptional teams of experts and industry-leading technologies to support diagnostic testing which provides important information for the treatment and management of diseases and other conditions. IDEM is an over a billion-dollar business unit that now support significate growth for Abbott in COVID-19 related products in over 70+ countries.

PURPOSE OF THE JOB:

International Customer Service Specialist is responsible for arranging domestic and international shipments, allocating stock to orders, preparing commercial invoices, order confirmations and confirming order approval and handling customs clearance.

Responsible for liaising with sales team, warehouse personnel and customers to ensure an excellent customer experience.

MAJOR RESPONSIBILITIES

• Responsible for arranging international shipments as per Inco terms, handling customs clearance, preparing and confirming order approval and to ensure smooth transaction for the customers

• Coordinate shipments to and from factory, supplier, site, port and international locations.

• Process complaints

• Prepare and send documentation that coincides with shipments and exportation and are responsible for export regulatory compliance

• They arrange transportation and customs clearance for shipments

• Adherence and awareness of compliance and regulatory guidelines in customer set up and support

• Manage and respond to customer requests for quotations

• Process orders to the committed customer timelines

• Communicate proactively with internal and external customers regarding order status and other topics in a professional, positive and courteous manner

• Work with others to ensure that accurate customer information is maintained in SAP

• Responsible for making sure any customer account changes are communicated to relevant owner

• Keep up-to-date on products and promotions, etc. that are necessary to provide customers with impeccable customer service

• Review and maintain customers open orders on a daily basis

• Keep CS and sales manager informed of all changes, issues and potential concerns of all customer accounts

• Work with warehouse or supply chain personnel as needed to ensure customer requirements are met

• Complete all customer or staff requested reporting

• Responsible for executing applicable Quality Management System (QMS) processes, monitoring the success of service provided, and delivering an excellent customer experience.

• Creating process documents in line with our Quality Management System

• Adhering to the process defined in QMS

• Other duties as assigned by manager

• Truly customer focussed

EDUCATION & COMPETENCIES:

• It would be desirable for the candidate to have a minimum of 3 years’ experience in shipping, domestic and export traffic terms, documentation and procedures or a proven track record.

• A thorough understanding of Customs regulations is advantageous

• A thorough understanding of Export controls is advantageous

• Knowledge and understanding of compliance and regulatory guidelines for setting up export customers is advantageous

• Experience handling tasks where attention to detail is critical to success

• Proficiency with Excel and ERP Systems (preferably SAP), is advantageous

• Experience in auditing documents and project requirements is advantageous

• Knowledge and comprehension of basic contract terms and conditions is advantageous

• Previous customer service experience in the healthcare industry is preferred but not essential

• Self-starter

• Professional

• Articulate & verbally presentable

• Interactive & engaging

• Time management

• Dealing with ambiguity

• Can do attitude

• Proven track record in multi-tasking

• Excellent problem-solving and customer service skills.

• Strong organisational and strategic planning skills.

• Good communication and administrative skills.

• Ability to work on own initiative with good interpersonal skills.

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