Customer Service Operations Specialist

Working at Abbott

At Abbott you can do work that matters grow and learn care for yourself and your family be your true self and live a full life.Youllalso have access to:

• Career development with an international company where you can grow the career you dream of.

• Employees can qualify forfree medical coverage in ourHealth Investment Plan (HIP) PPOmedical plan in the next calendar year.

• An excellent retirement savings plan with a high employer contribution

• Tuition reimbursement theFreedom 2 Savestudent debt program andFreeUeducation benefit - an affordable and convenient path to getting a bachelors degree.

• A company recognized asa great placeto work in dozens of countries worldwide and named one of the most admired companies by Fortune.

• A company that is recognized as one of the best big companies to work for as well as the best place to work for diversity working mothers female executives and scientists.

Opportunity

Abbott Rapid Diagnostics is part of Abbotts Diagnostics family of businesses delivering industry-leading technologies and expert teams to support diagnostic testing that informs treatment and disease management.

We are hiring aCustomer Service Operations Specialistto join our Global Business Services (GBS) team within Abbott Rapid Diagnostics. This position is based at ourOrlando FL siteand plays a critical role in ensuring an exceptional customer experience through efficient service operations and support.

GBS has global accountability to deliverexcellentcustomer experience and create business value through compliance standardization and data analytics. GBS also designs and develops software products for ARDx businesses. The team fosters a collaborative winning environment where employees are empowered to take ownership and grow professionally.

WhatYoullWork On

• Account Management:Manage all aspects of assigned accounts including order fulfillment open order management and service issue resolution serving as the primary point of contact between customers and internal teams.

• Order Fulfillment:Collaborate with Distribution Centers Supply Chain and Sales to meet customer expectations and ensuretimelydelivery.

• Reporting & Documentation:Prepare reports for customers sales marketing or leadership asrequested. Maintainaccurateaccount profiles FACT sheets and contact lists.

• Customer Interaction:Respond to inbound and outbound calls and emails professionally providingaccurateinformation andtimelyfollow-up to ensure customer satisfaction.

• Order Monitoring:Review and manage open and blocked orders resolve delivery or billing issues and document all changes and delays.

• Process Improvement:Work with Customer Service Management toidentifyand document process changes or improvements.

• Returns & Credits:Investigate and process credits returngoodsauthorizations and debits.

• System Expertise:Maintainworking knowledge of Abbott systems (SAP Esker Agile Metro SharePoint) to provideaccurateinformation and follow business guidelines.

• Compliance & Quality:Execute applicable Quality System processes and support SOX compliance.

• Other Duties:Utilizeall resources to resolve issues proactively and performadditionaltasks as assigned.

Minimum Qualifications

• Education:High School Diploma

• Experience:12 years in customer service operations or related field

• Technical Skills:

• Proficient in MS Word Excel and Outlook

• Accurate typing skills (minimum 40 WPM recommended)

• Core Skills:

• Ability to multitask and prioritize work to meet deadlines

• Strong written and verbal communication skills

• Detail-oriented with problem-solving and issue-resolution experience

• Ability to learn quickly and adapt tonew technologies

• Effective time management; able to work independently and in a team

• Strong customer service and active listening skills

• Comfortable working in a fast-paced environment with shifting priorities

Preferred Qualifications

• Bachelors degree in business Communications or related field

• Experience with SAP or other ERP systems

• Familiarity with order management and customer support best practices

• Experience in healthcare diagnostics or the medical device industry

Learn more about our benefits that add real value to your life to help you live fully:

Follow your career aspirations to Abbott for diverse opportunities with a company that has the growth and strength to build your future. Abbott is an Equal Opportunity Employer committed to employee diversity.

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