Customer Service Associate II

Associate II, Customer Service

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

The shift for this role is 10am to 6:30pm Monday Friday

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.
• 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.

The Opportunity

This position works out of our St. Paul, New Brighton Location in the Structural Heart division.

Structural Heart Business Mission: Why We Exist

Our business purpose is to restore health and improve quality of life by designing and providing device and management solutions for treating structural heart disease.

What You'll Do

• Receives and processes customer rental and purchase orders according to establish procedures. Interprets and clarifies customer orders for the shipping department, creates relevant shipping paperwork, communicates waybill information, and traces lost shipments. Maintains customer contact until shipment is received at point of destination.
• Follows up and resolves order discrepancies, credit holds, training requirements or product availability issues when appropriate with the guidance of team lead/Supervisor. Communicates to our customers on order status, expected release dates or requirements needed to fulfill order.
• Provides and communicates inventory status updates and support. Researches and prepares billing correction requests to ensure proper billing and corrects commission payments on all devices. Provides accurate entry and field support for clinical procedure calendar when required.
• Keeps current on all products offered by company. Monitors, understands, and implements changes in regulatory requirements or CS processes.
• 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. Receives and responds to customer product complaints, determines validity of warranty period, processes credits, works with internal personnel to schedule installs, ship replacements or loaned equipment to address immediate customer needs.
• Performs consignment inventory initial set-up, audits and troubleshoots discrepancies through to resolution with external customers. May generate reports on inventory and consignment products for field or management distribution.
• Maintains Accounts and Contacts in ERP and CRM Databases including maintenance and updates. Consults and strategizes with management regarding identifying key hospital personnel regarding future product opportunities and customer needs.

Education and Experience You'll Bring

• High school diploma or other specialized training/equivalent related experience.
• Minimum of two or more years of demonstrated experience in a customer service or closely related environment.

Learn more about our benefits that add real value to your life to help you live fully:

Follow your career aspirations to Abbott for diverse opportunities with a company that provides the growth and strength to build your future. Abbott is an Equal Opportunity Employer, committed to employee diversity.