Customer Service Associate 2

Customer Service Associate 2

Abbott Nutrition Health Institute (ANHI)
Not Specified
Not Specified

Job Description

Job Summary:
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 treatment and management of diseases and other conditions.
The position of Customer Service Associate 2 is located in our office at Manila, Philippines. This role 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 job description will be reviewed periodically and is subject to change by management.
Direct Reports (indicate number): 0
Sensitive/ confidential data handled: N/A
Key Areas of Accountability :
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 assignedJob Specification
  • Must be proficient in MS Office including Excel, Word and Outlook
  • Must have good keyboarding and typing skills
  • Must have customer service experience, preferably on phone support/tasks
  • Must be able to multi-task and meet deadlines
  • Must be able to work independently and on a team.
  • Must be willing to work night shift

Job Details

Abbott is about the power of health. For more than 125 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. Follow Us: Facebook LinkedIn YouTube Twitter

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