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 114,000 colleagues serve people in more than 160 countries. JOB DESCRIPTION: Job Title Customer Service Specialist Working at Abbott At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You’ll also have access to: Career development with an international company where you can grow the career you dream of. Free medical coverage for employees* via the Health Investment Plan (HIP) PPO An excellent retirement savings plan with high employer contribution Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree. A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune. A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists. The Opportunity This position works out of our Lillehei, MN location in the Heart Failure Division. In Abbott’s Heart Failure (HF) business, we’re developing solutions to diagnose, monitor and manage heart failure, allowing people to restore their health and get on with their lives. What You’ll Work On Independently, with minimal supervision, manages accounts that require special expertise (ie. Government, buying groups, or customers identified with special requirements). Facilitates and resolves complex customer service requests and issues, quickly and professionally, serves as subject matter expert to support team members with complex customer related problem solving, and may create and propose solutions to management for consideration and adoption. Conducts sales order audits and works collaboratively with Customer Service management in analyzing, preparing and responding to SOX and/or regulatory agency audit requirements. Works with Information Systems on regular system maintenance and trouble-shooting system issues. Provides technical assistance to team members. Works on and facilitates on-going process improvement. Manages and takes the lead on special assignments. This job requires having developed expertise in a majority of the department work processes, being highly knowledgeable regarding St Jude’s products and services, and having developed superior skills as a result of considerable customer service job experience. May act as a team leader, coordinating the work of others. May enter and facilitate standard rental and purchase orders, shipments, trunk stock, returns, unit tracking, determining sourcing and coordinating deliveries with manufacturing, warehouse, and carrier as needed. What You’ll Do Serves as a procedural expert to support the Customer Service Team and customers. Acts as a knowledge source for team members to escalate problem solving and/or issues that are complex in nature. Creates and makes proposals for change to management for consideration and adoption. May lead implementation. Manages accounts with special requirements (i.e. government, buying group, or customers identified with special requirements), by determining the needs of our customers and providing guidance to ensure customer satisfaction and program compliance. Proactively facilitates rental or purchase order receipt, entry, shipment, and unit tracking. Determines sourcing and coordinates deliveries with manufacturing and warehouse, as needed, working with field personnel, customers and customer service staff. Provides timely feedback to Information Systems on any system issues. Troubleshoots issues with ERP system functionality to address needs of the Customer Service Department. Performs updates to ERP or CRM databases in support of Customer Service programs, processes and data management. Maintains accounts and contacts within the ERP and CRM databases, including maintenance, updates, reporting, duplicate resolution, and regular auditing. Consults and strategizes with management regarding identification of key hospital personnel, regarding future product opportunities and customer needs. Provides technical leadership to Customer Service team(s) for transactional or technical questions regarding processes related to ERP functionality. Provides timely feedback to Information Systems on systems issues. Develops and generates routine and/or custom reports as required for internal and external customers. Supports a continuous improvement environment for departmental processes, including order processing, returns, and back order processing, credit reports, and new product launches. Facilitates change, by making recommendations requiring considerable judgment and creativity. Participates on cross-functional teams, representing Customer Service, where judgment and initiative are required in resolving problems and making recommendations. Proactively and effectively communicates and interacts with internal and external customers to ensure priorities and exceptions are clearly understood. Maintains and models positive and cooperative communications and collaboration with all levels of employees, customers, and contractors. May enter and facilitate standard rental and purchase orders, shipments, trunk stock, returns, unit tracking, determining sourcing and coordinating deliveries with manufacturing, warehouse, and carrier as needed. May take responsibility for obtaining approvals, issuing and tracking returns, and issuing credits based on department procedures, working with the customer to expedite the return through to resolution. Follows up and resolves discrepancies, credit holds, training requirements, or product availability issues in a timely manner. Ensures proactive communication to customers on order status, expected release dates, or requirements needed to fulfill the order. Performs specialty inventory transactions which are more complex in nature and may require expanded and creative solutions not in line with normal processing. Provides inventory tracking and support for all company devices. Manages allocations cross-functionally and provides direction to team on shipments. Supports all Company initiatives as identified by management and in support of Quality Management Systems (QMS), Environmental Management Systems (EMS), and other regulatory requirements. Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements, Company policies, operating procedures, processes, and task assignments. Performs other related duties and responsibilities, on occasion, as assigned. Support on call afterhours by providing support to urgent request outside regular working hours; associated required to carry cell phone when assigned. Education and Experience You’ll Bring Required Minimum 2 years of experience in a similar field or discipline Apply Now * Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year. Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity. Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews. The base pay for this position is $23.25 – $46.45/hour In specific locations, the pay range may vary from the range posted. JOB FAMILY: Customer Service DIVISION: HF Heart Failure LOCATION: United States > Minnesota > St. Paul > Lillehei : One Lillehei Plaza ADDITIONAL LOCATIONS: WORK SHIFT: Standard TRAVEL: Not specified MEDICAL SURVEILLANCE: Not Applicable SIGNIFICANT WORK ACTIVITIES: Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday) Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans. EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf Abbott is about the power of health. For more than 135 years, Abbott has been helping people reach their potential — because better health allows people and communities to achieve more. With a diverse, global network serving customers in more than 160 countries, we create new solutions — across the spectrum of health, around the world, for all stages of life. Whether it’s next-generation diagnostics, life-changing devices, science-based nutrition, or novel reformulations, we are advancing some of the most innovative and revolutionary technologies in healthcare, helping people live their best lives through better health. The people of Abbott come to work each day with relentless energy, enthusiasm and a promise to enhance the health and well-being of millions of people. They push the boundaries to help manage and treat some of life’s greatest health challenges. We invite you to explore opportunities at Abbott, to see if your talents and career aspirations may fit with our openings. An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce. Follow Us: Facebook LinkedIn YouTube Twitter