Customer Service Representative II

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 115,000colleagues serve people in more than 160 countries.

JOB DESCRIPTION:

Customer Service Rep II

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 in the world 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.

• Effectively communicates and interacts with internal and external customers to ensure priorities and exceptions are clearly understood.
• Maintains positive and cooperative communication and collaboration with all levels of employees, customers, contractors, and vendors.
• Handles moderately complex issues and service complaints; resolves and/or facilitates resolution of problems, including identifying root causes to prevent re-occurrence with guidance of Team Lead, Supervisor, or Manager.
• Responsible for obtaining approvals, issuing, and tracking returns and ensuring the issuance of credits based on procedures. Works with customers to expedite the return through to resolution.
• Follows up and resolves order discrepancies, credit holds, training requirements, or product availability issues when appropriate, with guidance of Team Lead or Supervisor.
• Communicates with customers on order status, expected release dates, or requirements needed to fulfill orders.
• 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 the company. Monitors, understands, and implements changes in regulatory requirements or customer service processes.
• Provides timely feedback to Information Systems on any systems issues and escalates issues as appropriate.

• Demonstrated organizational skillsInern, attention to detail, ability to work under general supervision, and ability to handle multiple projects simultaneously.
• High school degree or GED required.
• Strong interpersonal and communication skills, including the ability to listen, resolve problems, handle unresolved issues, delays, and unexpected events while maintaining rapport with sales representatives and customers.
• Demonstrated keyboard and personal computer skills (experience with Microsoft Office, including Excel and Word or equivalent applications required).
• SAP experience is a plus.
• Ability to work in a highly matrixed and geographically diverse business environment.
• Ability to work both within a team and as an individual contributor in a fast-paced, changing environment.
• Minimum of two or more years of experience in customer service or a closely related environment.

• A fast-paced work environment where your safety is our priority
• Production areas that are clean, well-lit and temperature-controlled
• 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