JOB DESCRIPTION:
Customer Service Associate I
About Abbott
Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.
Working at Abbott
At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You will have access to:
- Career development with an international company where you can grow the career you dream of .
- A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
- A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.
The Opportunity
This position works out of our Alajuela location in the CRM division. As a global leader in Cardiac Rhythm Technologies, we focus on innovative technologies that can improve the way doctors treat people with heart arrhythmias, or irregular heartbeats
As the Customer Service Associate I, you’ll have the chance to provides order management and customer support under close supervision, working directly with sales representatives, hospitals, clinics, and physicians. Process orders and requests received via phone, fax, Electronic Data Interchange (EDI), and email. Deliver accurate and timely support including handling special circumstances.
Support continuous improvement initiatives across departmental processes such as order and invoice management, returns, backorders, credit requests, and new product launches. Maintain effective communication with customers and field personnel through professional verbal and written channels. May be assigned to contribute to departmental projects as needed.
What You’ll Do
- Answer calls and process purchase orders received through various channels from sales representatives, hospitals, and clinics. Coordinate the distribution of medical devices and communicate order status, expected release dates, and requirements to fulfill orders.
- Resolve order-related issues and communicate inventory status by addressing discrepancies, credit holds, training needs, and product availability, with guidance from the team lead or supervisor. Notify sales representatives and customers of inventory shortages and back-ordered items.
- Perform consignment inventory setup, conduct audits, and resolve discrepancies in collaboration with external customers.
- May generate inventory and consignment reports for field teams or management.
- Conduct proactive follow-up with sales representatives and customers to collect implant details, purchase order numbers, pricing, and device tracking information to maintain accurate inventory records and ensure timely billing.
- Manage returns, credits, and billing corrections by securing necessary approvals, tracking resolution processes, and working with customers to expedite outcomes. Ensure accurate billing and commission payments.
- Maintain clear, professional communication with all stakeholders. Provide regular updates to supervisors on open cases and escalations to support prioritization and resolution.
- Handle customer complaints by escalating issues when necessary, responding under supervision, and resolving problems to prevent recurrence with team guidance.
- Support company initiatives and ensure compliance with regulatory requirements (FDA, QMS, EMS), company policies, and standard operating procedures. Maintain cooperative communication across all levels of employees, customers, contractors, and vendors.
Shift: Monday to Friday: 8:00am – 5:00pm. During daylight saving: Monday to Friday: 9:00am – 6:00pm
Required Qualifications
- High School diploma.
- 1 year experience in a Customer Service or Logistics Role
- Experience with Microsoft Office including Excel and Word.
- Multitasks, prioritizes, and meets deadlines in timely manner.
- Strong organizational and follow-up skills, as well as attention to detail.
- Excellent written and verbal business communication skills.
- Fully Bilingual.
Preferred Qualifications
- SAP Knowledge.
- Experience in the biotech, bio-instruments or medical devices industries
Apply Now
Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.
Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.
The base pay for this position is
N/A/hour
In specific locations, the pay range may vary from the range posted.
JOB FAMILY:
Customer Service
DIVISION:
CRM Cardiac Rhythm Management
LOCATION:
Costa Rica > Alajuela : Parque Industrial, Zona Franca Coyol S.A Edificio #44B, Call0, Avendia 2
ADDITIONAL LOCATIONS:
WORK SHIFT:
Cr09Sal (Costa Rica)
TRAVEL:
Not specified
MEDICAL SURVEILLANCE:
No
SIGNIFICANT WORK ACTIVITIES:
Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous standing for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous walking for prolonged periods (more than 2 hours at a time in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)