Customer Service Specialist
1 month ago
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 6,000 people across ten 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
PURPOSE OF THE JOB
The Customer Service Specialist with French 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.
MAJOR RESPONSIBILITIES
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.
Other duties as assigned.
EDUCATION AND COMPETENCIES REQUIRED
Fluency in French is required.
Fluency with an additional language would be advantageous.
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, 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.
Truly customer focused.
Self-starter ready to take initiative.
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 solver.
Experience dealing with ambiguity.
Excellent verbal and written communications.
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