Customer Service Associate

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Customer Service Associate 2

Apply locations Philippines - Taguig City time type Full time posted on Posted Yesterday job requisition id 31085689

JOB DESCRIPTION:

The Customer Service Associate II- (ADPI) 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. This position is responsible for the adherence of all procedures and Service Level Agreements (SLAs) established by Abbott Rapid Dx North America, LLC.

Duties and Responsibilities

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 customers and other areas of business

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

Ensure customer satisfaction by answering incoming/outbound calls and emails in a friendly, engaged and enthusiastic manner

Review and respond to all emails with professionalism, accurate information and timely follow up

Properly document customer interactions by recording details of inquiries, complaints, and comments as well as actions taken

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

Understand and review Credits & Return Goods Authorizations, and Debits. Take note of concerns received from customers and liaise to Support Team or Specialists for resolution

Work with Domestic Customer Service Management in identifying and documenting areas of process changes or improvement

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

Maintain required knowledge of all Abbott Systems including SAP, Esker, Agile, Metro, and SharePoint to accurately provide information to all inquiries and follow business guidelines

Execute applicable Quality System processes

Support Sarbanes Oxley (SOX) compliance

Other duties as assigned

The base pay for this position is

N/A

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

JOB FAMILY:

Customer Service

DIVISION:

RMDx Rapid and Molecular Diagnostics

LOCATION:

Philippines > Taguig City : Five/Neo Building

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

Not specified

MEDICAL SURVEILLANCE:

Not Applicable

SIGNIFICANT WORK ACTIVITIES:

Not Applicable

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Abbott is about the power of health. For more than 135 years, Abbott has been helping people reach their potential — because better health allows people and communities to achieve more. With a diverse, global network serving customers in more than 160 countries, we create new solutions — across the spectrum of health, around the world, for all stages of life. Whether it’s next-generation diagnostics, life-changing devices, science-based nutrition, or novel reformulations, we are advancing some of the most innovative and revolutionary technologies in healthcare, helping people live their best lives through better health.

The people of Abbott come to work each day with relentless energy, enthusiasm and a promise to enhance the health and well-being of millions of people. They push the boundaries to help manage and treat some of life’s greatest health challenges.

We invite you to explore opportunities at Abbott , to see if your talents and career aspirations may fit with our openings. An equal opportunity employer, Abbott  welcomes and encourages diversity in our workforce.