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.

Customer Service Specialist - AMD

At Abbott Molecular, we realize the potential of personalized care as the laboratory’s most trusted and preferred source for molecular diagnostic solutions. We are a division of Abbott Laboratories, a global, diversified healthcare innovator with a legacy of pioneering work in medical diagnostics.

Our Des Plaines, IL site has an opportunity for a Customer Service Specialist on its Customer Care Team

Support division sales growth by providing customer assistance regarding a specialized area of expertise; supporting the ability of the division's global customer service organization to maximize customer satisfaction and product loyalty

WHAT YOU’LL DO:

• Provides focused expertise within a specific area in customer service operations, or coordinates, in a lead capacity, a specific area of operations (i.e. International ordering, National Accounts, etc.).
• Process customer orders by phone, fax, e-mail, Ecommerce or EDI.
• Maintains customer files in accordance with department policy.
• Perform direct verbal and written communication with customers.
• Independently resolves customer issues with other departments such as planning, shipping, purchasing, marketing, sales, IT and contracting/pricing.
• Takes initiative to develop, resolve and implement process improvements that enhance the organizations capability to deliver timely and effective customer service in area of expertise.
• Leads projects cross-functionally when required.
• Process with direction credit requests, debt memos, exceptions to policy, product allocation and other areas that may impact the balance between customer satisfaction and cost efficacy.
• Trains other members in customer service team on subjects within their area of expertise.

• Applies knowledge to assist others to understand the impact of process improvements.
• Applies a working knowledge of pricing structures and policies.
• Demonstrates the ability to work in a team environment
• Create/Updates department procedures as required
• Create/Modifies customer accounts May perform other duties as assigned

Additional Accountabilities:

a) Works independently, takes ownership of customer issue resolution with minimal direct supervision.

b) Serves as resident expert on a focused customer group or process, trains others within their specialized area of expertise.

c) Develops relationships with a targeted group of customers (i.e. International or national accounts, etc.) d) Shares in order processing workload of >1700 orders per month

 e) Files and maintains customer order paperwork in accordance with department guidelines

f) Ensures that personal training requirements are current and completed on time

g) Shares customer information with customer service team and appropriate sales rep

h) Manages small projects that impact department ability to support business growth

 i) Meets department standards relative to phone response and wait times j) Has the authority, responsibility, and accountability for day-to-day execution of duties.

 k) Works cross-functionally within AM to facilitate enhancements to customer service operations.

EDUCATION AND EXPERIENCE, YOU’LL BRING:

• Minimum Minimum 3 years Related business experience  

• HS diploma or GED. Must be able to comprehend written and verbal commands and provide data entry real time while speaking to customers.
•  Must also be able to problem solve. A minimum of 3 years business experience to include similar demonstrated abilities as they relate to the responsibilities stated above. Call center and ERP systems experience preferred.
• Skills required include excellent phone and interpersonal skills, as well as keyboarding abilities.
• Should also possess good written communication skills (i.e. professional email etiquette).
• Demonstrated ability to effectively handle customer situations and problem resolution.
• Demonstrated project leadership abilities.

Preferred Qualifications:

Healthcare experience

WHAT WE OFFER  

At Abbott, you can have a good job that can grow into a great career. We offer: 

• Training and career development, with onboarding programs for new employees and tuition assistance  
• Financial security through competitive compensation, incentives and retirement plans  

• Health care and well-being programs including medical, dental, vision, wellness and occupational health programs 
• Paid time off  
• 401(k) retirement savings with a generous company match 
• The stability of a company with a record of strong financial performance and history of being actively involved in local communities 

Learn more about our benefits that add real value to your life to help you live fully:  www.abbottbenefits.com