Customer Service Operations Specialist

Working at Abbott 

At Abbott, you can do work that matters, grow, and learn, care for yourself and your family, be your true self, and live a full life. You’ll also have access to: 

• Career development with an international company where you can grow the career you dream of. 

• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year. 

• An excellent retirement savings plan with a high employer contribution 

• Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree. 

• A company recognized as a great place to work in dozens of countries worldwide and named one of the most admired companies by Fortune. 

• A company that is recognized as one of the best big companies to work for, as well as the best place to work for diversity, working mothers, female executives, and scientists. 

Opportunity 

Abbott Rapid Diagnostics is part of Abbott’s Diagnostics family of businesses, delivering industry-leading technologies and expert teams to support diagnostic testing that informs treatment and disease management. 

We are hiring a Customer Service Operations Specialist to join our Global Business Services (GBS) team within Abbott Rapid Diagnostics. This position is based at our Orlando, FL site and plays a critical role in ensuring an exceptional customer experience through efficient service operations and support. 

GBS has global accountability to deliver excellent customer experience and create business value through compliance, standardization, and data analytics. GBS also designs and develops software products for ARDx businesses. The team fosters a collaborative, winning environment where employees are empowered to take ownership and grow professionally. 

What You’ll Work On 

• Account Management: Manage all aspects of assigned accounts, including order fulfillment, open order management, and service issue resolution, serving as the primary point of contact between customers and internal teams. 

• Order Fulfillment: Collaborate with Distribution Centers, Supply Chain, and Sales to meet customer expectations and ensure timely delivery. 

• Reporting & Documentation: Prepare reports for customers, sales, marketing, or leadership as requested. Maintain accurate account profiles, FACT sheets, and contact lists. 

• Customer Interaction: Respond to inbound and outbound calls and emails professionally, providing accurate information and timely follow-up to ensure customer satisfaction. 

• Order Monitoring: Review and manage open and blocked orders, resolve delivery or billing issues, and document all changes and delays. 

• Process Improvement: Work with Customer Service Management to identify and document process changes or improvements. 

• Returns & Credits: Investigate and process credits, return goods authorizations, and debits. 

• System Expertise: Maintain working knowledge of Abbott systems (SAP, Esker, Agile, Metro, SharePoint) to provide accurate information and follow business guidelines. 

• Compliance & Quality: Execute applicable Quality System processes and support SOX compliance. 

• Other Duties: Utilize all resources to resolve issues proactively and perform additional tasks as assigned. 

Minimum Qualifications 

• Education: High School Diploma required 

• Experience: 1–2 years in customer service, operations, or related field 

• Technical Skills:  

• Proficient in MS Word, Excel, and Outlook 

• Accurate typing skills (minimum 40 WPM recommended) 

• Core Skills:  

• Ability to multitask and prioritize work to meet deadlines 

• Strong written and verbal communication skills 

• Detail-oriented with problem-solving and issue-resolution experience 

• Ability to learn quickly and adapt to new technologies 

• Effective time management; able to work independently and in a team 

• Strong customer service and active listening skills 

• Comfortable working in a fast-paced environment with shifting priorities 

Preferred Qualifications 

• Bachelor's degree in business, Communications, or related field 

• Experience with SAP or other ERP systems 

• Familiarity with order management and customer support best practices 

• Experience in healthcare, diagnostics, or the medical device industry 

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

Follow your career aspirations to Abbott for diverse opportunities with a company that has the growth and strength to build your future. 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 @Abbott News and @AbbottGlobal.