Global Customer Service Professional
hace 2 meses
This role is based in Zona Franca Coyol, Alajuela, at Building B44, within the CRM Division of Cardiac Rhythm Technologies. As a Global Customer Service Professional, you'll work independently, with minimal supervision, to manage accounts requiring special expertise.
Key Responsibilities- Facilitate and resolve complex customer service requests and issues promptly and professionally.
- Serve as a subject matter expert to support team members with complex customer-related problem-solving and may create solutions for management consideration.
- Provide technical assistance to colleagues.
- Work on ongoing process improvement and manage special assignments.
This position requires developed expertise in most department work processes, extensive knowledge of Abbott's products and services, and superior skills gained from considerable customer service experience.
Key Activities- Receive, verify, and process purchase orders, coordinating the distribution of medical devices to hospitals, sales representatives, and/or distributors as necessary.
- Research and resolve any issues with received orders, correcting them as needed and releasing for posting.
- Communicate inventory shortages and shipping status to sales representatives and customers as required and provide information on inventory availability for back-ordered items.
- Perform proactive follow-up with sales representatives/customers to obtain implant information, purchase order numbers, pricing details, and device tracking information to ensure accurate inventory records and timely billing.
- Obtain approvals, issue returns, and track credits based on procedures.
This is a Monday to Friday position from 8 am to 5 pm. The ideal candidate will have a High School Bachelor Degree or equivalent, demonstrated interpersonal skills, including conflict resolution and effective communication with sales representatives and customers.
Requirements and Qualifications- Demonstrated experience in problem-solving, handling unresolved issues, delays, and unexpected events while maintaining rapport with sales representatives and customers.
- A record of over 99% order processing accuracy over the last 6 months.
- SAP Knowledge is essential; the ability to pass Business Units-specific assessment examinations is also required.
- Ability to multitask, follow up, prioritize, and meet deadlines in a timely manner.
- Able to travel approximately 10%, including internationally.
- Internal candidates must have at least 1 year of experience working for Abbott in a Customer Service position.
The estimated salary range for this position is $55,000 - $65,000 per year, depending on experience and qualifications. We offer competitive benefits and opportunities for growth and development within our organization.
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