About Abbott 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 109,000 colleagues serve people in more than 160 countries.
Abbott serves the Irish market with a diverse range of healthcare products including diagnostics, medical devices, and nutritionals products. In Ireland, Abbott employs over 4,000 people across nine sites. We have six manufacturing facilities located in Clonmel, Cootehill, Donegal, Longford, and Sligo, and a third-party manufacturing management operation in Sligo. Abbott has commercial, support operations, and shared services in Dublin and Galway. We have been operating in Ireland since 1946.
Abbott Rapid Diagnostics is part of Abbott's Diagnostics family of businesses, bringing together exceptional teams of experts and industry-leading technologies to support diagnostic testing which provides important information for the treatment and management of diseases and other conditions. IDEM is an over a billion-dollar business unit that now supports significant growth for Abbott in COVID-19 related products in over 70+ countries.
Position Summary The Customer Service Specialist role is the first point of contact to support various customers such as Hospitals, GPs, Pharmacies, and Patients, as well as our key distributors across Europe.
The Customer Service Specialist is responsible for a variety of tasks including order processing, problem-solving, admin support for our commercial sales team, and logistic support for both our internal and external customers.
Essential Duties and Responsibilities (Key Activities) Carries out duties in compliance with established business policies and procedures.Demonstrates commitment to the development, implementation, and effectiveness of applicable Quality Processes as per ISO, FDA, and other regulatory agencies.Responsible for exhibiting professional behavior with both internal and external business associates that reflects positively on the company.Maintain awareness of the quality consequences which may occur from the improper performance of their specific job.Perform other duties and projects as assigned.Process all orders received via CRM system. Orders are received primarily by email, with some also received via phone, fax, or directly through our online system.Communicate proactively with internal and external customers regarding order status and other topics in a professional, positive, and courteous manner.Review and maintain customers' open orders on a daily basis.Investigate and resolve order processing issues reported by customers and work cross-functionally with other departments to resolve customer queries.Resolve email, fax, and telephone inquiries and liaise directly with customers on various issues such as pricing, inventory availability, terms, delivery, or general questions.Collaborate with other departments to ensure accuracy of data maintained on SAP.Keep customer account changes up to date and communicated to the commercial sales team.Stay informed on products, inventory levels, special requirements, and promotions communicated from various departments to support excellent customer service.Communicate regularly with your Team Lead about all changes, issues, and potential concerns with any customer accounts.Work with our central warehouse and/or supply chain team regarding inventory, escalations, and customer inquiries. Complete all customer or staff requested reporting supporting internal and external data requests.Develop and maintain fruitful customer and internal colleague relationships.Comply with and execute applicable Quality Management System (QMS) processes to support the delivery of an excellent customer experience.Dimensions – Education / Experience / Skills Truly customer-focused.Self-starter ready to take initiative.Professional attitude.Interactive and engaging.A multi-tasker with excellent time management skills.Adaptable and flexible.Ability to deal with changing priorities.Eagerness and willingness to learn.Problem-solving skills.Experience dealing with ambiguity.Innate creativity.Drive for results.Excellent verbal and written communications.Team player.Proficient in MS Office programs such as Word, Excel, and Outlook and comfortable with IT systems.Strong computer navigation and typing skills.Good attention to detail, critical-thinking, and experience at investigating and resolving complex issues.Effectively collaborate with others.Communicate professionally.Good email etiquette.Work independently and as part of a team.Work effectively in a fast-paced environment with changing priorities.SAP or other ERP system experience is a significant advantage.Previous customer service experience desired, preferably in the healthcare industry but not essential.Fluency in a second European language is a distinct advantage (Italian).Connect with us at www.abbott.com or https://www.ie.abbott/, on LinkedIn at www.linkedin.com/company/abbott-/, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews.
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