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Customer Service Representative
1 month ago
About Abbott
At Abbott, we're committed to helping you live your best possible life through the power of health. Our mission is to understand that the first step to living your best life is good health. Everything we make is designed to help you do just that.
The Role
The Customer Service Specialist role is the first point of contact to support various customers, including hospitals, GPs, pharmacies, and key distributors. This role is responsible for handling customer inquiries, order processing, first-line technical service product support, and administration.
Key Responsibilities
- Process all orders through our ERP systems, receiving orders primarily by email, phone, sales representatives, or directly through our online system.
- Communicate proactively with internal and external customers regarding order status and other topics in a professional, positive, friendly, and courteous manner.
- Review and maintain customers' open orders on a daily basis.
- Investigate and resolve order processing issues reported by customers, working cross-functionally with other departments to resolve customer queries.
- Resolve email, fax, and telephone inquiries and liaise directly with customers on various issues, such as pricing, inventory availability, terms, delivery, or general questions.
- Collaborate with other departments to ensure accuracy of data maintained on SAP.
- Keep customer account changes up to date and communicated to the commercial sales team.
- Stay up to date on products, inventory levels, special requirements, and promotions, communicated from various departments to support the delivery of an excellent customer service.
- Provide first-level support in troubleshooting customer complaints across the designated product range by analyzing customer problems and asking the appropriate questions to resolve.
- Communicate regularly with your Manager of all changes, issues, and potential concerns with any customer accounts. Employees are empowered to share ideas and to drive and support continuous improvement.
- Work with our central warehouse and/or supply chain team with regards to inventory, escalations, and customer inquiries. Complete all customer or staff requested reporting supporting internal and external data requests.
- Work with Finance regarding invoicing and invoice-related issues.
- Develop and maintain fruitful customer and internal colleague relationships and collaboration.
- Responsible for complying with and executing applicable Quality Management System (QMS) processes, to support the delivery of an excellent customer experience.
- As a Customer Service Specialist, the role will work under limited supervision and apply subject matter knowledge in the area of internal Customer Support (Non-Technical).
- Requires capacity to apply skills/knowledge within the context of specific needs or requirements.
- Handles customer telephone queries, aiming to clarify, orient, and direct detected problems toward a solution being customer-centric and providing excellent customer satisfaction.
Requirements
- High School Certificate and other relevant certificates, diploma, or degree.
- Completion of additional customer service-related education viewed favorably.
- Previous customer service experience or customer-facing role preferably in the healthcare industry but not essential.
- Proficient in MS Office programs such as Word, Excel, and Outlook, and comfortable with IT systems.
- SAP or other ERP system experience a significant advantage.
- Strong computer navigation and typing skills.
- Good attention to detail-oriented, a critical-thinker, experienced at investigating and resolving complex issues.
- Ability to obtain in-depth product knowledge of multiple products/services and keep up to date on new technologies.
- Solution-oriented and service mindset. Ability to obtain and execute inside sales opportunities.
- Effectively collaborate with others.
- Work independently and as part of a team.
- Work effectively in a fast-paced environment with changing priorities.
- Fluency in a Danish language, as well as strong communication skills in English.
What We Offer
Abbott provides a varied, challenging, and international position in a dynamic and pleasant working environment. In our organization, you can count on excellent primary and secondary benefits, a positive working atmosphere, a personal growth plan, extensive training opportunities, and good career perspective. We are in the business of advancement, both in health solutions and in the lives and careers of our employees. Our work across the world and in many areas of healthcare provides a rich environment for our employees to explore career paths, interests, and opportunities.
