Customer Service Representative and Technical Support Specialist
hace 4 semanas
Abbott Opportunity
This role is part of the Cardiac Rhythm Technologies Division, located in Zona Franca Coyol, Alajuela, Building B44. As a Customer Service Representative I, you will work independently with minimal supervision, managing accounts that require special expertise.
You will be responsible for facilitating and resolving complex customer service requests and issues, quickly and professionally. You will serve as a 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.
This position requires developed expertise in a majority of 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.
Key Responsibilities:
- Receive, verify, and process purchase orders and/or coordinate the distribution of medical devices to hospitals, sales representatives, and/or distributors as appropriate.
- Research and resolve any problems with orders received. Correct the order as necessary, and release for posting.
- Communicate all inventory shortages and shipping status to sales representatives and customers as required, and provide information on inventory availability on back-ordered items to the field.
- Perform proactive 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.
- Obtain approvals, issue, and track Returns and Credits based on procedures. Work with customers to expedite the return through to resolution.
- The position involves 10% phone work.
Shift Adm [Monday to Friday from 8am to 5pm]
Experience and Required Qualifications
- Bachelor's Degree
- Demonstrated interpersonal skills, including the ability to resolve problems, deal with unresolved issues, delays, and unexpected events, while effectively communicating and maintaining rapport with sales representatives and customers
- Record of +99.90% order processing accuracy over the last 6 months
- Must possess demonstrated experience and the ability to pass Business Units-specific assessment examinations
- Ability to multitask, follow up, prioritize, and meet deadlines in a timely manner
- Ability to travel approximately 10%, including internationally
- For internal candidates: 1 year working for Abbott in a Customer Service position
- Language Proficiency: Advanced commands of English/Required
Estimated Salary: $60,000 - $80,000 per annum
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