International Customer Service Operations Specialist

International Customer Service Operations Specialist

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 114,000 colleagues serve people in more than 160 countries.

The Opportunity: The International Customer Service Operations Specialist is responsible for a variety of sales and customer support activities by providing product and service information, resolving service inquiries and problems for internal and external customers following the operational process of the business relationship with stakeholders.

What You'll Do:

• Execute applicable Quality System processes, included but not limited to, Abbott Rapid Dx North America, LLC (RDNA) & Abbott Rapid Dx International Limited (RDIL).
• Act as primary liaison between International or Domestic OEM customers, International Affiliates, Sales and GBS.
• Responsible for all facets of assigned customers including, but not limited to, order fulfillment, open order management, service issues and resolution.
• Develop and maintain customer relations by providing support & enhance business acumen.
• Review and maintain customers open orders on a daily basis to resolve customer orders with Delivery blocks, Billing blocks and Incomplete orders.
• Prepare all required documentation and communication for International orders to meet respective country customs requirements.
• Manage and process all inquiries and orders from all receipt methods.
• Route customer contact inquiries to appropriate resources.
• Follow up customer questions or concerns.
• Investigate, coordinate and process Credits & Return Goods Authorizations, and Debits; following reported service/product issue from stakeholders and customers.
• Resolve issues regarding pricing, inventory availability, payment terms, delivery or any other question regarding a customer's order status.
• Stay current with any account changes, inventory requirements and order requirements.
• Keep up-to-date on products, inventory, promotions, etc. that are necessary to provide customers with exceptional customer service.
• Keep manager informed of all changes, issues and potential concerns of all customer accounts.
• Maintain customer Profile Sheets (Factsheets).
• Work with supply chain personnel to ensure customer fulfillment and requirements are met.
• Complete customer reporting requests.

Minimum Skills/Qualifications:

• High School Diploma required
• Minimum 3 year experience in similar role
• Must be proficient in MS Word, Excel and Outlook
• Must have good keyboarding and typing skills
• Must be detail-oriented and have ability to investigate and resolve complex issues
• Must be able to effectively collaborate with others
• Must be able to communicate professionally, verbally and in writing
• Must be able to work independently and on a team
• Must be able to work effectively in a fast-paced environment with shifting priorities
• Must be multilingual

Preferred Qualifications:

• Bachelor's degree preferred
• SAP or other ERP system experience a plus

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 a history of being actively involved in local communities
• The base pay for this position is $18.65 – $37.35 per hour. In specific locations, the pay range may vary from the range posted.