Customer Service Associate II

Our 114,000 colleagues serve people in more than 160 countries.

Job Title

Customer Service Associate II

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’ll also have access to:

• Career development with an international company where you can grow the career you dream of.
• Free medical coverage for employees* via the Health Investment Plan (HIP) PPO
• An excellent retirement savings plan with 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 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

We focus on innovative technologies that can improve the way doctors treat people with heart arrhythmias, or irregular heartbeats.

Our location in Minnetonka, MN currently has an opportunity for a Customer Service Associate II.

This position requires developing rapport with customers and field sales/clinical personnel via verbal and written communication. May be assigned to assist on projects within the Customer Service department.

• Receives and processes customer rental and purchase orders according to establish procedures. Interprets and clarifies customer orders for the shipping department, creates relevant shipping paperwork, communicates waybill information, and traces lost shipments. Maintains customer contact until shipment is received at point of destination.
• Follows up and resolves order discrepancies, credit holds, training requirements or product availability issues when appropriate with the guidance of team lead/Supervisor. Communicates to our customers on order status, expected release dates or requirements needed to fulfill order.
• Provides and communicates inventory status updates and support. Researches and prepares billing correction requests to ensure proper billing and corrects commission payments on all devices. Provides accurate entry and field support for clinical procedure calendar when required.
• Responds quickly to customer inquiries and requests, including medium difficulty technical questions.
• Keeps current on all products offered by company. Monitors, understands and implements changes in regulatory requirements or CS processes.
• Support a continuous improvement environment for department processes including order processing and invoicing transactions, returns processing, backorder processing, credit requests, and new product launches.
• Requires developing rapport with customers and field sales/clinical personnel via verbal and written communication.
• Actively participate in FSCA or recall activities such as contact report generation, tracking of devices shipped/exchanged, creating and implementing action plans to support activities, progress reporting and providing direction to internal/external customers with product handling, monitoring inventory for exchanges and ensuring documentation meets RA/QA requirements.
• Maintains Accounts and Contacts in ERP and CRM Databases including maintenance and updates. Consults and strategizes with management regarding identifying key hospital personnel regarding future product opportunities and customer needs
• Works on process improvement and other projects under the supervision of the Customer Service Lead/Supervisor/Manager
• Effectively communicates and interacts with internal and external customers to ensure priorities and exceptions are clearly understood. Maintains positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.
• May provide technical support to Customer Service team(s) for transactional and/or technical questions and processes including areas related to ERP functionality and other systems and processes used by Customer Service teams.
• May act as trainer for others, answering questions and sharing information. Works with Customer Service leadership team and Business Process team to identify areas of training focus.
• Support all Company initiatives as identified by management and in support of Quality Management Systems (QMS), Environmental Management Systems (EMS), and other regulatory requirements.
• Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements, Company policies, operating procedures, processes, and task assignments. Maintains positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.
• Performs other related duties and responsibilities, on occasion, as assigned.

• Associate’s Degree or other specialized training or an equivalent combination of education and work experience
• Minimum 4 years of demonstrated experience in a customer service or closely related environment.
• Experience with Microsoft Office including Excel, Word or equivalent applications.
• Strong verbal and written communications with ability to effectively communicate at multiple levels in the organization.
• Regularly scheduled overtime is a requirement of this position.
• Ability to maintain regular and predictable attendance.

• Demonstrated organizational skills, attentiveness to detail, and the ability to handle multiple projects simultaneously.
• Ability to work in a highly matrixed and geographically diverse business environment.
• Ability to work within a team and as an individual contributor in a fast-paced, changing environment.
• Multitasks, prioritizes and meets deadlines in timely manner.

• Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com

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 $17.05 – $34.15 per hour. In specific locations, the pay range may vary from the range posted.