The Opportunity This position works in Zona Franca Coyol, Alajuela, Building B44, location in the Division of CRM, Cardiac Rhythm Technologies.As Customer Service Representative I, you'll have the chance to work in a Independently, with minimal supervision, manages accounts that require special expertise.
Facilitates and resolves complex customer service requests and issues, quickly and professionally, serves as subject matter expert to support team members with complex customer related problem solving, and may create and propose solutions to management for consideration and adoption.
Provides technical assistance to team members.
Works on and facilitates on-going process improvement.
Manages and takes the lead on special assignments.
May act as a team leader, coordinating the work of others.This job requires having developed expertise in a majority of the department work processes, being highly knowledgeable regarding Abbott's products and services, and having developed superior skills as a result of considerable customer service job experience.What You'll Do Receives, verifies and processes purchases orders, and/or coordinates the distribution of medical devices to hospitals, sales representatives and/or distributors as appropriate.Researches and resolves any problems with orders received.
Corrects the order as necessary, and releases for posting.Communicates all inventory shortages and shipping status to sales representatives and customers as required, and provides information on inventory availability on back-ordered items to the field.Performs pro-active follow-up to sales representatives/customers to obtain implant information, purchase order numbers, pricing information, and device tracking information in order to ensure correct inventory records, and the billing of all devices in a timely manner.Obtains approvals, issues and tracks Returns and Credits based on procedures.
Works with customers to expedite the return through to resolution.Shift Adm [Monday to Friday from 8am to 5pm] Experience and required qualificationsHigh School Bachelor DegreeDemonstrated interpersonal skills, including the ability to resolve problems, deal with unresolved issues, delays and unexpected events, while effectively communicating and maintaining rapport with sales representative and customersRecord of +99.
90% order processing accuracy over the last 6 monthsSAP Knowledge requiredMust possess demonstrated experience and the ability to pass Business Units specific assessment examinations.Ability to multitask, follow-up, prioritize and meet deadlines in timely manner.Ability to travel approximately 10%, including internationally.For internal candidates: 1 year working for Abbott in a Customer service position.Preferred QualificationsExperience working in a broader enterprise/ cross-division business unit modelExperience in the biotech, bio-instruments or medical devices industries (desired)