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Customer Service Representative
hace 2 meses
About Abbott
Abbott is a global healthcare company dedicated to improving lives through innovative products and technologies. Our mission is to help people live healthier, more fulfilling lives through the development of cutting-edge solutions in nutrition, diagnostics, medical devices, and pharmaceuticals.
The Role
- Provide exceptional customer service to internal and external customers, ensuring timely and accurate order processing, pricing, and billing inquiries, service requests, and customer complaints.
- Collaborate with internal teams to ensure compliance with internal processes, procedures, and applicable legislation.
- Manage daily customer service activities independently and actively support local Customer Service management.
- Participate in company-wide activities, such as audits and investigations, as needed.
Responsibilities
- Receive and process customer orders via various channels, including phone, email, fax, and other digital platforms.
- Handle customer complaints and perform thorough investigations to resolve issues.
- Follow up on pricing discrepancies with Customer Service management, tender department, division manager, and sales manager.
- Issue credit notes for returns and complaints within established procedural deadlines.
- Maintain daily contact with approved couriers for regular pick-ups and deliveries, investigation of claims, and follow-up for emergencies.
- Organize return shipments and manage PER processing and follow-up in collaboration with sales representatives.
- Ensure PER handling adheres to quality guidelines.
- Contribute to CS global objectives, targets, and KPIs, including LFR KPI, Invoice Accuracy, Orders Accuracy, Phone Service Levels, % of automation & touchless.
- Manage the Customer Service email inbox and respond to customer inquiries.
- Receive and process customer orders via various channels, including email, fax, Esker, OMQ, post, and other digital platforms.
- Follow procedures for receiving, checking, and creating sales orders and invoices.
- Produce relevant paperwork, proforma invoices, and credit notes.
- Execute all invoicing in a timely and precise manner, including electronic invoicing.
- Daily control of invoices issued by the system, ensuring all orders have been invoiced.
- Issue credit notes for cross-charges, rebates, and price corrections within established procedural deadlines.
- Collaborate in root cause analysis for invoice disputes and work with resolution processes.
- Follow up on backorders.
- Maintain master data, including customer, materials, prices, territories, and other relevant information.
- Participate in product tracking research when required.
- Support quality and sales departments in FSCA (Field Safety Corrective Action) implementation.
- Deliver documentation, invoices, orders, PODs, and other materials to customers and internal teams.
- Manage EPIQ when necessary.
- Work on process improvement and projects under the supervision of the Customer Service supervisor/manager.
- Train and coach Junior Customer Service Representatives and Customer Service Representatives.
- Adhere to Abbott's Medical Code of Business Conduct, Health Care Professionals, and Stand & Deliver Policies.
- Collaborate in the Annual Inventory process, including inventory count sheets, control reception, control, and registration, and inventory adjustments.
- Produce reports on inventory and consignment products with short UBD and alert sales and local management on a regular basis.
Requirements
- Upper secondary diploma or equivalent.
- Strong practical experience in customer service.
- Fluent in Portuguese.
- Fluent in Spanish.
- High-level English proficiency, written and spoken.
- Knowledge of Microsoft Office.
- Knowledge of ERP packages (SAP, etc.).
- Team player.
- Customer-oriented.
- Good organizational skills.
- Effective communication skills for internal and external contacts.
- Ability to work in a deadline-driven environment, with stress resistance.
- Integrity.
- Adaptability to evolving organizations.
- Sensitivity to the importance of the product.
What We Offer
Abbott provides a dynamic, international position in a pleasant working environment. We offer excellent primary and secondary benefits, a positive working atmosphere, a personal growth plan, extensive training opportunities, and a good career perspective. 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.
