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Customer Service Specialist with Italian

3 months ago

Galway, Galway, Ireland Abbott Laboratories Full time

About Abbott

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 109,000 colleagues serve people in more than 160 countries.

Abbott serves the Irish market with a diverse range of healthcare products including diagnostics, medical devices and nutritionals products. In Ireland, Abbott employs over 4,000 people across nine sites. We have six manufacturing facilities located in Clonmel, Cootehill, Donegal, Longford and Sligo and a third-party manufacturing management operation in Sligo. Abbott has commercial, support operations and shared services in Dublin and Galway. We have been operating in Ireland since 1946.

Abbott Rapid Diagnostics is part of Abbott's Diagnostics family of businesses, bringing together exceptional teams of experts and industry-leading technologies to support diagnostic testing which provides important information for the treatment and management of diseases and other conditions. IDEM is an over a billion-dollar business unit that now support significate growth for Abbott in COVID-19 related products in over 70+ countries.

Position Summary

The Customer Service Specialist role is the first point of contact to support various customers such as Hospital's, GP's, Pharmacies and Patients as well as our key distributors across Europe.

The Customer Service Specialist is responsible for a variety of tasks including order processing, problem solving, admin support for our commercial sales team and logistic support for both our internal and external customers.

Essential Duties and Responsibilities (Key Activities)

  • Carries out duties in compliance with established business policies and procedures.
  • Demonstrates commitment to the development, implementation and effectiveness of applicable Quality Processes as per ISO, FDA, and other regulatory agencies.
  • Responsible for exhibiting professional behavior with both internal/external business associates that reflects positively on the company and is consistent with the company's policies and practices.
  • Responsibility to understand and maintain awareness of the quality consequences which may occur from the improper performance of their specific job.
  • Perform other duties and projects as assigned.
  • Process all orders received via CRM system. Orders are received primarily by email, with some also received via phone, fax or directly through our online system.
  • Communicate proactively with internal and external customers regarding order status and other topics in a professional, positive and courteous manner.
  • Review and maintain customers open orders on a daily basis.
  • Investigate and resolve order processing issues reported by customers and working cross-functionally with other departments to resolve customer queries.
  • Resolve e-mail, fax and telephone inquiries and liaise directly with customers on a variety of issues such as pricing, inventory availability, terms, delivery or general questions.
  • Collaborate with other departments to ensure accuracy of data maintained on SAP
  • Keeping customer account changes up to date and communicated to the commercial sales team.
  • Keep up to date on products, inventory levels, special requirements and promotions, communicated from various departments to support the delivery of an excellent customer service.
  • Communicate regularly with your Team Lead 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.
  • Develop and maintain fruitful customer and internal colleague relationships.
  • Responsible for complying with and executing applicable Quality Management System (QMS) processes, to support the delivery of an excellent customer experience.

Dimensions – Education / Experience / Skills

  • Truly customer focused
  • Self-starter ready to take initiative
  • Professional attitude
  • Interactive and engaging
  • A multi-tasker with excellent time management skills
  • Adaptable and Flexible
  • Ability to deal with changing priorities
  • Eagerness and willingness to learn
  • Problem Solving
  • Experience dealing with Ambiguity
  • Innate Creativity
  • Drive for Results
  • Excellent verbal and written communications
  • Team player
  • Proficient in MS Office programs such as Word, Excel and Outlook and comfortable with IT systems
  • Strong computer navigation and typing skills
  • Good attention to detail-oriented, a critical-thinker, experienced at investigating and resolving complex issues
  • Effectively collaborate with others
  • Communicate professionally
  • Good email etiquette
  • Work independently and as part of a team
  • Work effectively in a fast-paced environment with changing priorities
  • SAP or other ERP system experience a significant advantage
  • Previous customer service experience desired preferably in the healthcare industry but not essential
  • Fluency in a second European language is a distinct advantage (Italian)

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