Customer Service Coordinator

JOB DESCRIPTION:

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 Coyol de 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.

This position leads a team of Customer Service personnel within the Medical Devices Division of Abbott Laboratories.

This position is First Level leadership within Customer Service and is required to provide “hands on” support to fulfill daily business requirements. This position does not have direct reports. The Lead will be considered the Subject Matter Expert for team on SAP, Outlook Email, internal Order Management Queue (OMQ) and other interfaces the team interacts with on a regular basis. Is a Technical Leader of team (s) and is first point of contact for any problems or issues encountered by the team. Understands the urgency of issues and when and where to escalate. Works with Distribution, Quality, Regulatory, Sales Operations and other internal departments to reconcile problems and facilitate special and/or unusual requests for transacting. Embodies the vision, mission and guiding values/principles of the department and division and promotes such on a daily basis with employees, internal and external customers and other Abbott departments who support the customers directly or indirectly. Working independently and offering guidance in team environment in collaboration with Customer Service supervisor/manager, a Team Lead supports leadership on a daily basis for the team/department. This position requires developing rapport with team, customers and field sales/clinical personnel via verbal and written communication. Trains and/or mentors newer employees. Will be assigned to assist on projects requiring more direct and diverse experience and expertise within the Customer Service department.

What You’ll Do

• Receives, verifies and processes purchases orders, and/or coordinates the distribution of medical devices to hospitals, sales representatives and/or distributors as appropriate.
• Researches and resolves any problems with orders received. Corrects the order as necessary, and releases for posting.
• Communicates all inventory shortages and shipping status to sales representatives and customers as required, and provides information on inventory availability on back-ordered items to the field.
• Performs pro-active follow-up to sales representatives/customers to obtain implant information, purchase order numbers, pricing information, and device tracking information in order to ensure correct inventory records, and the billing of all devices in a timely manner. Obtains approvals, issues and tracks Returns and Credits based on procedures. Works with customers to expedite the return through to resolution.
• Researches and prepares billing corrections when required, to ensure proper billing and correct commission payments on all devices.
• Work closely with the distribution center to ensure priorities and exceptions are clearly understood.
• Escalate any cases to management as required.
• Proactively communicates to his/her supervisor about open cases and/or escalations to ensure priorities and exceptions are clearly set and solutions are in place.

Required Qualifications

• High School degree required.
• Bachelor´s degree required Having successfully covered at least 50% of the curriculum at the university with at least 5 years of working experience.
• 2 + years of experience in a customer service position.
• Minimum of 2 years’ experience in customer service role with last review either meeting or exceeding expectations.
• SAP experience is required.
• Advanced experience with Microsoft Office.
• Demonstrated ability to mentor, coach, supervise, lead or train individuals. Ability to leverage and/or engage others to accomplish projects.
• Demonstrated organizational skills, attentiveness to detail, and the ability to handle multiple projects simultaneously, follow-up, prioritize and meet deadlines in timely manner.
• Demonstrated interpersonal skills, including the ability to listen, resolve problems, deal with unresolved issues, delays and unexpected events, and the ability to effectively communicate and maintain rapport with sales representatives and customers.
• Demonstrated experience to work within a team and as an individual contributor in a fast-paced, changing environment.
• Ability to travel approximately 10%, including internationally.
• Regularly scheduled overtime is a requirement of this position.
• Advanced commands of English / C1

Preferred Qualifications

• Experience in Customer Service within the Medical Device Industry.
• Experience working in a broader enterprise/cross-division business unit model.

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

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:

Not Applicable

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)