Customer Service Specialist



Customer Service
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.

Global Business Services (GBS) is a transactional excellence group within the Abbott Rapid Diagnostics Division. GBS has a global accountability to deliver an exceptional customer experience and create business value through compliance, standardization and data analytics. The GBS group fosters a collaborative, team focused and winning environment where employees are accountable and encouraged to develop themselves.

The Customer Service Specialist is responsible for a variety of sales and customer support activities – including; accepting and processing Customer orders, arranging domestic and international shipments, preparing commercial invoices, handling customs clearance, monitoring inventory levels at warehouses and operating in a compliant and process driven way.

Duties and Responsibilities

  • Responsible for all areas of Customer order fulfillment, including order processing, open order management, order reporting, service issues and resolution
  • Manage and process all inquiries and orders from all receipt methods
  • Work with Quality, Master Data, Warehousing/Supply Chain and Finance personnel as needed to ensure specific customer requirements are met
  • Manage the organization of Domestic and International shipments as per Inco terms
  • Prepare and send relevant shipping documentation that meets appropriate export regulatory compliance
  • Coordinate shipments to and from factory, supplier, site, port and international locations
  • Coordinate and communicate with respective brokers to ensure shipments for Private Label products (made to order) in order to reach the final destination
  • Maintain ongoing relationship with commercial teams; flag order and customer issues, understand upcoming orders, changes in customer requirement and collaborate on shipping priorities at month and quarter end
  • Review and maintain customer’s open orders on a daily basis, in order to progress orders daily and to resolve any blocks (Delivery blocks, Billing blocks etc)
  • Adherence and awareness of compliance and regulatory guidelines in customer set up and support
  • Resolve e-mail, fax and phone issues with customers regarding pricing, inventory availability, terms, delivery, etc.
  • Investigate and process Credits & Return Goods Authorizations and Debits
  • Communicate proactively with internal and external customers regarding order status
  • Route customer contact inquiries to appropriate resources
  • Work cross-functionally to ensure that accurate information is maintained in SAP
  • Keep up-to-date on products, inventory levels, productions on allocation, promotions, etc. that are necessary to provide customers with impeccable customer service
  • Cross functional collaboration to ensure that all relevant stakeholders are informed of all changes, issues and potential concerns of all customer accounts
  • Complete all SAP transactions and Order status updates in a structured, accurate and compliant way in order to ensure accurate and consistent reporting that can be cascaded across the wider organization.
  • Investigate and resolve service issues reported by customers or as requested by Abbott
  • Responsible for executing applicable Quality Management System (QMS) processes, monitoring the success of service provided, and delivering an excellent customer experience.
  • Creating process documents in line with our Quality Management System
  • Other duties as assigned

Key Position Competencies

  • Functional Technical skills
  • Self-Starter – ability to work on their own initiative
  • Problem Solving skills
  • Drive for Results
  • Confident, can-do attitude.
  • Dealing with ambiguity
  • Dealing with complex tasks – where issues can have consequences across multiple departments.
  • Proven record of multi-tasking
  • Time Management
  • Written Communications
  • Customer Focus

Minimum Qualifications

  • Previous customer service experience required (in the healthcare industry preferred but not essential)
  • Must be proficient in MS Office including Excel, Word and Outlook
  • Proficiency in an ERP System (preferably SAP)
  • Experience handling tasks where attention to detail is critical to success
  • Experience of shipping, domestic and export traffic terms, documentation and procedures.
  • Thorough understanding of Customs regulations and Export controls
  • Knowledge and understanding of compliance and regulatory guidelines for setting up export customers
  • Experience auditing documents and project requirements.
  • Knowledge and comprehension of basic contract terms and conditions
  • Must be able to communicate professionally, verbally and in writing
  • Must be able to work independently and on a team
  • Must be able to react to situations with a strong sense of urgency
  • Must be willing to work night shift

Education & Experience

  • Must possess at least College/Bachelor's Degree
  • Minimum two years of working experience in the related field required
  • Knowledge of SAP or ERP applications required
  • Multi-language skills a plus