Customer Service Representative II

Customer Service Rep II

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.

This position works out of our St Paul, MN location for our Electrophysiology business. In Abbott's Electrophysiology (EP) business, we're advancing the treatment of heart disease through breakthrough medical technologies in atrial fibrillation, allowing people to restore their health and get on with their lives.

What You'll Work On

• Working in a team environment under general supervision, provides sales order support to sales representatives, hospitals, clinics, and physicians.
• Processes customer orders submitted via multiple channels, including phone, fax, Electronic Data Interchange, and e-mail.
• Provides inventory support for products and services accurately, expeditiously, and under special circumstances.
• Supports a continuous improvement environment for department processes including order processing and invoicing transactions, returns processing, backorder processing, credit requests, and new product launches.
• Develops rapport with customers and field sales/clinical personnel via verbal and written communication.
• Effectively communicates and interacts with internal and external customers to ensure priorities and exceptions are clearly understood.
• Maintains positive and cooperative communication and collaboration with all levels of employees, customers, contractors, and vendors.
• Handles moderately complex issues and service complaints; resolves and/or facilitates resolution of problems, including identifying root causes to prevent re-occurrence with guidance of Team Lead, Supervisor, or Manager.
• 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.
• Follows up and resolves order discrepancies, credit holds, training requirements, or product availability issues when appropriate, with guidance of Team Lead or Supervisor.
• Communicates with customers on order status, expected release dates, or requirements needed to fulfill orders.
• Provides accurate entry and field support for clinical procedure calendar when required.
• Responds quickly to customer inquiries and requests, including medium-difficulty technical questions.
• Keeps current on all products offered by the company. Monitors, understands, and implements changes in regulatory requirements or customer service processes.
• Provides timely feedback to Information Systems on any systems issues and escalates issues as appropriate.

Required Qualifications

• Demonstrated organizational skills, attention to detail, ability to work under general supervision, and ability to handle multiple projects simultaneously.
• High school degree or GED required.
• Strong interpersonal and communication skills, including the ability to listen, resolve problems, handle unresolved issues, delays, and unexpected events while maintaining rapport with sales representatives and customers.
• Demonstrated keyboard and personal computer skills (experience with Microsoft Office, including Excel and Word or equivalent applications required).
• SAP experience is a plus.
• Ability to work in a highly matrixed and geographically diverse business environment.
• Ability to work both within a team and as an individual contributor in a fast-paced, changing environment.
• Minimum of two or more years of experience in customer service or a closely related environment.

What We Offer

• A fast-paced work environment where your safety is our priority
• Production areas that are clean, well-lit and temperature-controlled
• Training and career development, with onboarding programs for new employees and tuition assistance
• Financial security through competitive compensation, incentives and retirement plans
• Health care and well-being programs including medical, dental, vision, wellness and occupational health programs
• Paid time off
• 401(k) retirement savings with a generous company match
• The stability of a company with a record of strong financial performance and history of being actively involved in local communities

The base pay for this position is $17.85 $35.75 per hour. In specific locations, the pay range may vary from the range posted.