Customer Service Associate

Job description

JOB DESCRIPTION:Abbott Rapid Dx North America, LLC’s Orlando and Abbott Rapid Dx International Limited’s Galway sites are part of Global Business Services (GBS) within the Abbott Rapid Diagnostics (ARDx) Division. GBS has a global accountability to deliver 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), salesforce.com (CRM) and customer PO portals. Also, responsible for the adherence of all procedures and Service Level Agreements (SLAs) established by Abbott Rapid Diagnostics. This job description will be reviewed periodically and is subject to change by management. RESPONSIBILITIES:Manage and process the workflow related to customer purchase orders which include Fax and Email purchase orders into Esker (fax automation solution) and salesforce.com (CRM); EDI (Electronic Data Interface) and orders from customer portals Assume ownership and responsibility for data accuracy of all sales order information that is entered into Abbott Rapid Diagnostics ERP system Communicate to and engage customers and/or internal customers to ascertain purchase order issues that needs to be clarified as per process flows until resolution Managing incoming requests from functional mailboxes until a Sales Order is created. Review and respond to all emails with professionalism, accurate information and ensure timely follow-ups Elevate workflow issues to Specialists or Subject Matter Expert for a timely resolution Work with Distribution Centers, supply chain and sales as needed to manage customer expectations and ensure order fulfillment requirements are met Collaborate with Senior Specialist/Subject Matter Expert (SME) and/or Team Leader/Supervisor on driving continuous improvement and identifying process efficiencies Maintain required knowledge of all Abbott Systems including SAP, Esker, Salesforce, Agile, Metro, LERN, SharePoint and Smartsheet to accurately provide information to all inquiries and follow business guidelines Build and maintain professional working relationships with our internal and external customers Execute applicable Quality System processes Support Sarbanes-Oxley (SOX) compliance Other duties as assigned Must possess at least College/bachelor’s degree Minimum 1–3 year(s) experience in a related field required Knowledge of SAP or ERP applications preferred PREFERRED 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 COMPETENCIES:Customer Focus Functional/Technical Skills Priority Setting Problem Solving Process Management An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce. The base pay for this position is N/AIn specific locations, the pay range may vary from the range posted. JOB FAMILY:Customer Service DIVISION:RMDx Rapid and Molecular Diagnostics LOCATION:Philippines > Taguig City : Five/Neo Building ADDITIONAL LOCATIONS: WORK SHIFT:Standard TRAVEL:Not specified MEDICAL SURVEILLANCE:Not Applicable SIGNIFICANT WORK ACTIVITIES:Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)