Customer Service Operations Specialist

hace 4 días

Alajuela, Alajuela, Costa Rica Abbott Laboratories A tiempo completo

Job Summary:

We are seeking a highly skilled Customer Service Operations Specialist to join our team at Abbott Laboratories. In this role, you will be responsible for receiving, verifying and processing purchase orders, and/or coordinating the distribution of medical devices to hospitals, sales representatives and/or distributors as appropriate.

Main Responsibilities:

  • Researches and resolves any problems with orders received, correcting the order as necessary and releasing it for posting.
  • Communicates all inventory shortages and shipping status to sales representatives and customers as required, and provides information on inventory availability for 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 timely billing.
  • Obtains approvals, issues and tracks Returns and Credits based on procedures, working with customers to expedite the return through to resolution.
  • Researches and prepares billing corrections when required, ensuring proper billing and correct commission payments on all devices.
  • Proactively communicates to their supervisor about open cases and/or escalations to ensure priorities and exceptions are clearly set and solutions are in place.
  • Supports all company initiatives as identified by management and in support of Quality Management Systems (QMS), Environmental Management Systems (EMS), and other regulatory requirements.
  • Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements, company policies, operating procedures, processes, and task assignments, maintaining positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.

Educational Requirements:

A high school degree is required. The ideal candidate will have 1 or more years of demonstrated experience in a customer service or closely related environment.

Required Skills and Qualifications:

  • Knowledge of computer systems, including Word, PowerPoint, Excel, and Outlook.
  • Ability to travel approximately 10%, including internationally.
  • Regularly scheduled overtime is a requirement of this position.
  • Advanced commands of English are required.

Preferred Qualifications & Education:

SAP Knowledge is a plus. Experience in the biotech, bio-instruments or medical devices industries is also preferred. Experience working in a broader enterprise/cross-division business unit model is highly valued.

Salary and Benefits:

The estimated annual salary for this position is $65,000 - $80,000, depending on qualifications and location. Benefits include health insurance, retirement plan, and paid time off.

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