JOB DESCRIPTION:

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 treatment and management of diseases and other conditions.

The position of Customer Service Specialist (Bilingual) is in our office at Manila, Philippines. This role will be responsible for a variety of sales and customer support activities by providing product and service information, resolving inquiries and problems for internal and external customers. This position is responsible for the adherence of all procedures and Service Level Agreements (SLAs) established by Abbott Rapid Dx North America, LLC and Abbott Rapid Dx International Limited.

This job description will be reviewed periodically and is subject to change by management.

RESPONSIBILITIES:

• Responsible for all facets of assigned account management including, but not limited to, order fulfillment, open order management, service issues and resolution, while acting as primary liaison between customers and other areas of business.
• Review and maintain open orders to quickly resolve delivery blocks, billing blocks, and incomplete order status, etc. Provide accurate documentation of all delays and changes made to an order. Utilize BI dashboards and weekly metrics to monitor backlog cycle times, document accuracy, and overall account health.
• Review and submit inclusion requests to meet in-country regulatory requirements.
• Review daily backlog and clear delivery/billing/incomplete blocks. Maintain accurate dates and priorities.
• Ensure customer satisfaction by answering incoming/outbound calls and emails in a friendly, engaged and enthusiastic manner.
• Review and respond to all emails with professionalism, accurate information and timely follow up. Resolve customer issues received via email regarding pricing, inventory availability, terms, and delivery.

• Rapidly triage and resolve complex customer issues in real-time by identifying main issues, root causes and selecting the most effective course of action to ensure accurate, high-quality resolutions based on company protocols.
• Properly document customer interactions by recording details of inquiries, complaints, and comments as well as actions taken.
• Utilize all resources to resolve any issues or potential concerns regarding a customer, product or system. Obtain knowledge of businesses processes to resolve proactively and seek assistance from the leadership team as necessary.
• Understand and review Credits & Return Goods Authorizations, and Debits. Take note of concerns received from customers and liaise to Support Team or Specialists for resolution.
• Resolve complex, technical, or high-impact customer issues
• Elevate workflow issues to Senior Specialists and Team Leads to escalate all unsolved customer issues for a timely resolution
• Work with Domestic Customer Service Management in identifying and documenting areas of process changes or improvement.
• Work with Distribution Centers, supply chain and sales as needed to manage customer expectations and ensure order fulfillment requirements are met.
• Create and verify specialized export documentation, including commercial invoices, packing lists, and Certificates of Origin (COO) to meet destination-country customs requirements.
• Perform export compliance checks and partner with Trade/Customs teams to resolve holds and prevent pre-shipment delays.
• Maintain required knowledge of all Abbott Systems including SAP, Esker, Agile, Metro, and SharePoint to accurately provide information to all inquiries and follow business guidelines.
• Execute applicable Quality System processes.
• Support Sarbanes-Oxley (SOX) compliance.
• Other duties as assigned.

BASIC QUALIFICATIONS | EDUCATION:

• Must possess at least College/Bachelor’s Degree
• Minimum 3-5 year(s) experience in a related field required
• Knowledge of SAP or ERP applications preferred
• Fluency in a secondary language (German, Italian, Spanish, French, Dutch, among others)

PREFERRED QUALIFICATIONS:

• Must be proficient in MS Office including Excel, Word and Outlook
• Must have good keyboarding and typing skills
• Must have customer service experience, preferably on phone support/tasks
• Must be able to multi-task and meet deadlines
• Must be able to work independently and on a team
• Must be willing to mid or work night shift

COMPETENCIES:

• Detail Oriented and Drive Results
• Customer Focus
• Functional/Technical Skills
• Time Management and Priority Setting
• Advanced Problem Solving and Excellent Communication skills
• Process Management
• Professionalism

An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce.

The base pay for this position is

In specific locations, the pay range may vary from the range posted.

JOB FAMILY:

DIVISION:

LOCATION:

ADDITIONAL LOCATIONS:

WORK SHIFT:

TRAVEL:

MEDICAL SURVEILLANCE:

SIGNIFICANT WORK ACTIVITIES: