Customer Service Associate II

JOB DESCRIPTION:

The Customer Service Associate II- (ADPI) is responsible for a variety of sales and customer support activities byproviding product and service information resolving service inquiries and problems for internal and external customers.
This position is responsible for the adherence of all procedures and Service Level Agreements (SLAs) established byAbbott Rapid Dx North America LLC.

Duties and Responsibilities

• Responsible for all facets of assigned account management including but not limited to order fulfillment openorder management service issues and resolution while acting as primary liaison between customers and otherareas of business
• Review and maintain open orders to quickly resolve delivery blocks billing blocks and incomplete order status etc.
• Provide accurate documentation of all delays and changes made to an order
• Ensure customer satisfaction by answering incoming/outbound calls and emails in a friendly engaged andenthusiastic manner
• Review and respond to all emails with professionalism accurate information and timely follow up
• Properly document customer interactions by recording details of inquiries complaints and comments as well asactions taken
• Utilize all resources to resolve any issues or potential concerns regarding a customer product or system. Obtainknowledge of businesses processes to resolve proactively and seek assistance from the leadership team asnecessary
• Understand and review Credits & Return Goods Authorizations and Debits. Take note of concerns received fromcustomers and liaise to Support Team or Specialists for resolution
• Work with Domestic Customer Service Management in identifying and documenting areas of process changes orimprovement
• Work with Distribution Centers supply chain and sales as needed to manage customer expectations and ensureorder fulfillment requirements are met
• Maintain required knowledge of all Abbott Systems including SAP Esker Agile Metro and SharePoint to accuratelyprovide information to all inquiries and follow business guidelines
• Execute applicable Quality System processes
• Support Sarbanes Oxley (SOX) compliance
• Other duties as assigned

The base pay for this position is

In specific locations the pay range may vary from the range posted.

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