Sr. Customer Service Specialist

Sr. Customer Service Specialist

This position works out of our Temecula, CA location in the Abbott Vascular Devices division. Abbott Vascular provides innovative, minimally invasive, and cost-effective products for the treatment of vascular disease.

Sr. Customer Service Specialist, provides customer service and support to internal and external customers, acting as the first point of contact for all service matters related to the customer. The position is responsible for a variety of functions with a primary focus being order entry, sales rep support, and data entry. Light leadership tasks and responsibilities will be provided along with assisting a junior Customer Service Specialist with more complex tasks and situations.

What You'll Work On

• Handle a high level of inbound and outbound calls, emails, faxes, and other communication channels to/from internal and external customers in a timely manner.
• Manage the full purchase order intake process with internal and external customers via fax, email, or phone.
• Field and respond to all types of customer inquiries including order placement, order status and tracking, general product questions, inventory availability, product pricing, returns credits, account status, new account creation, etc.
• Handle customer complaints and process returned goods authorizations for products for reasons including defective or damaged goods and incorrectly shipped goods.
• Recognize and resolve order entry errors as well as customer (internal/external) inventory issues
• Enter customer VPAs requests on behalf of the sales organization.
• Serve as main point of contact between customers and field staff, accounting and shipping. Answer inquiries regarding order, shipment, or return status. Track back-order status and inform customers of arrival date.
• Handle all forms of correspondence and distribution, and allocation of action items in a timely manner.
• Develop and implement procedures, files, records, and follow-up systems to ensure administrative processes are managed in a well-organized and timely manner.
• May research, monitor, or prepare semi-routine reports or analyses, summarize findings, and make recommendations, to solve administrative problems.
• Maintain and perform light leadership responsibilities.
• Assist junior Customer Service Specialists in more complex situations and returns
• Act as a first point of contact for questions or concerns from junior Customer Service Specialists
• Support company goals and objectives, policies and procedures, Good Manufacturing Practices, performance management programs, and FDA regulations

Required Qualifications

• High School Diploma / GED OR an equivalent combination of education and work experience. BA/BS preferable but not required.
• 2-4 years' experience interacting with both internal and external customers
• 2+ years of customer service experience in an office environment, including data and order entry
• Ability to adapt to changing work priorities and ability to maintain good working relationships while dealing appropriately with sensitive and confidential matters and with a wide variety of personal and telephone contacts.
• Proficiency with Microsoft Word, Excel, PowerPoint, and Outlook.
• Previous experience and proficiency working with ERP/CRM programs

The base pay for this position is $19.15 – $38.35 per hour. In specific locations, the pay range may vary from the range posted.