Customer Service Associate



Customer Service, Sales & Business Development
Taguig, Metro Manila, Philippines
Posted on Tuesday, July 9, 2024

Point-of-care diagnostics is a growing and dynamic industry helping to improve clinical and economic outcomes globally. Abbott brings a variety of expert viewpoints on new innovations, insights, and impacts that are shaping the future of diagnostics around the world.

Abbott Rapid Dx North America, LLC’s Orlando site is part of Global Business Services (GBS) within the Abbott Rapid Diagnostics (ARDx) Division. GBS has a global accountability to deliver an exceptional customer experience and create business value through compliance, standardization and data analytics. GBS also designs and develops Software products for ARDx businesses. The GBS group fosters a collaborative, team focused and winning environment where employees are accountable and encouraged to develop themselves.

The Customer Service Associate I (ADPI) is responsible for the processing of inbound purchase orders in an efficient and accurate manner through multiple sources: Fax, Email, Esker Fax Automation, EDI (Electronic Data Interface) and (CRM.). Also responsible for the adherence of all procedures and Service Level Agreements (SLAs) established by Abbott Rapid Dx North America, LLC.

Duties and Responsibilities

  • Manage and process the workflow related to customer purchase orders which includes: Fax and Email purchase orders into Esker (fax automation solution), EDI (Electronic Data Interface), and (CRM)
  • Assume ownership and responsibility for data accuracy of all sales order information that is entered into Abbott Rapid Dx North America’s SAP ERP system
  • Elevate workflow issues to Specialists or Subject Matter Expert for a timely resolution
  • Managing incoming requests from functional mailboxes. Review and respond to all emails with professionalism, accurate information and ensure timely follow-ups
  • Work with Distribution Centers, supply chain and sales as needed to manage customer expectations and ensure order fulfillment requirements are met
  • Collaborate with Team Leader/Supervisor and Senior Specialist/Subject Matter Expert (SME) on continuous improvement and identifying process efficiencies
  • Maintain required knowledge of all Abbott Systems including SAP, Esker, Agile, Metro, LERN and SharePoint to accurately provide information to all inquiries and follow business guidelines
  • Build and maintain professional working relationship with our internal and external customers
  • Execute applicable Quality System processes
  • Support Sarbanes-Oxley (SOX) compliance
  • Other duties as assigned

Key Position Competencies

  • Customer Focus
  • Functional/Technical Skills
  • Time Management and Priority Setting
  • Problem Solving
  • Drive Results
  • Written and Oral Communications
  • Professionalism

Minimum Qualifications

  • Must be proficient in MS Office including Excel, Word and Outlook
  • Must have good keyboarding and typing skills
  • Must have data entry experience
  • Must be able to multi-task and meet deadlines
  • Must be able to communicate professionally
  • Must be willing to work night shift

Education & Experience

  • Must possess at least College/Bachelor’s Degree
  • Minimum 1-2 year(s) experience in a related field required
  • Knowledge of SAP or ERP applications preferred