JOB DESCRIPTION:
Point-of-care diagnostics is a growing and dynamic industry helping to improve clinical and economic outcomes globally. Abbott brings a variety of expert viewpoints on new innovations, insights, and impacts that are shaping the future of diagnostics around the world.
Global Business Services (GBS) is a transactional excellence group within the Abbott Rapid Diagnostics Division. GBS has a global accountability to deliver an exceptional customer experience and create business value through compliance, standardization and data analytics. The GBS group fosters a collaborative, team focused and winning environment where employees are accountable and encouraged to develop themselves.
The Customer Service Specialist is responsible for a variety of sales and customer support activities – including; accepting and processing Customer orders, arranging domestic and international shipments, preparing commercial invoices, handling customs clearance, monitoring inventory levels at warehouses and operating in a compliant and process driven way.
Duties and Responsibilities
- Responsible for all areas of Customer order fulfillment, including order processing, open order management, order reporting, service issues and resolution
- Manage and process all inquiries and orders from all receipt methods
- Work with Quality, Master Data, Warehousing/Supply Chain and Finance personnel as needed to ensure specific customer requirements are met
- Manage the organization of Domestic and International shipments as per Inco terms
- Prepare and send relevant shipping documentation that meets appropriate export regulatory compliance
- Coordinate shipments to and from factory, supplier, site, port and international locations
- Coordinate and communicate with respective brokers to ensure shipments for Private Label products (made to order) in order to reach the final destination
- Maintain ongoing relationship with commercial teams; flag order and customer issues, understand upcoming orders, changes in customer requirement and collaborate on shipping priorities at month and quarter end
- Review and maintain customer’s open orders on a daily basis, in order to progress orders daily and to resolve any blocks (Delivery blocks, Billing blocks etc)
- Adherence and awareness of compliance and regulatory guidelines in customer set up and support
- Resolve e-mail, fax and phone issues with customers regarding pricing, inventory availability, terms, delivery, etc.
- Investigate and process Credits & Return Goods Authorizations and Debits
- Communicate proactively with internal and external customers regarding order status
- Route customer contact inquiries to appropriate resources
- Work cross-functionally to ensure that accurate information is maintained in SAP
- Keep up-to-date on products, inventory levels, productions on allocation, promotions, etc. that are necessary to provide customers with impeccable customer service
- Cross functional collaboration to ensure that all relevant stakeholders are informed of all changes, issues and potential concerns of all customer accounts
- Complete all SAP transactions and Order status updates in a structured, accurate and compliant way in order to ensure accurate and consistent reporting that can be cascaded across the wider organization.
- Investigate and resolve service issues reported by customers or as requested by Abbott
- 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
- Other duties as assigned
Key Position Competencies
- Functional Technical skills
- Self-Starter – ability to work on their own initiative
- Problem Solving skills
- Drive for Results
- Confident, can-do attitude.
- Dealing with ambiguity
- Dealing with complex tasks – where issues can have consequences across multiple departments.
- Proven record of multi-tasking
- Time Management
- Written Communications
- Customer Focus
Minimum Qualifications
- Previous customer service experience required (in the healthcare industry preferred but not essential)
- Must be proficient in MS Office including Excel, Word and Outlook
- Proficiency in an ERP System (preferably SAP)
- Experience handling tasks where attention to detail is critical to success
- Experience of shipping, domestic and export traffic terms, documentation and procedures.
- Thorough understanding of Customs regulations and Export controls
- Knowledge and understanding of compliance and regulatory guidelines for setting up export customers
- Experience auditing documents and project requirements.
- Knowledge and comprehension of basic contract terms and conditions
- Must be able to communicate professionally, verbally and in writing
- Must be able to work independently and on a team
- Must be able to react to situations with a strong sense of urgency
- Must be willing to work night shift
Education & Experience
- Must possess at least College/Bachelor's Degree
- Minimum two years of working experience in the related field required
- Knowledge of SAP or ERP applications required
- Proficiency in the Korean Language
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:
ARDx Abbott Rapid Diagnostics
LOCATION:
Philippines > Taguig City : Five/Neo Building
ADDITIONAL LOCATIONS:
WORK SHIFT:
Standard
TRAVEL:
Not specified
MEDICAL SURVEILLANCE:
Not Applicable
SIGNIFICANT WORK ACTIVITIES:
Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)
