Customer Service Representative (AO25)

Job Title: Customer Service II

Location: St. Paul, MN, 55117 (onsite)

Schedule: 9:00 AM - 5:30 PM
Contract Duration: 12 months with possible extension

Client: Abbott Laboratories

Job ID: ABOJP00048092

We offer medical, dental, vision, and 401(k) benefits.

What You'll Do

• Receives and processes customer rental and purchase orders in accordance with established procedures. Interprets and clarifies customer orders for the shipping department, creates relevant shipping paperwork, communicates waybill information, and traces lost shipments. Maintains customer contact until the shipment is received at the destination.
• Follows up and resolves order discrepancies, credit holds, training requirements, or product availability issues when appropriate with the guidance of the team lead/Supervisor. Communicates to our customers on order status, expected release dates, or requirements needed to fulfill orders.
• Provides and communicates inventory status updates and support. Researches and prepares billing correction requests to ensure proper billing and corrects commission payments on all devices. Provides accurate entry and field support for the clinical procedure calendar when required.
• Keeps current on all products offered by the company. Monitors, understands, and implements changes in regulatory requirements or CS processes.
• Responsible for obtaining approvals, issuing and tracking returns, and ensuring the issuance of credits based on procedures. Works with customers to expedite the return through to resolution. Receives and responds to customer product complaints, determines the validity of the warranty period, processes credits, and works with internal personnel to schedule installs, ship replacements, or loaned equipment to address immediate customer needs.
• Performs consignment inventory initial set-up, audits, and troubleshoots discrepancies through to resolution with external customers. May generate reports on inventory and consignment products for field or management distribution.
• Maintains Accounts and Contacts in ERP and CRM Databases, including maintenance and updates. Consults and strategizes with management regarding identifying key hospital personnel for future product opportunities and customer needs.

Required Qualifications

• High school diploma
• Minimum of two or more years of demonstrated experience in a customer service or closely related environment.

Nice to Have
Specialized training/equivalent related experience.

Position level & requirements

• Entry-level position
• High school diploma required
• Opportunity has potential to convert to permanent

Technical skills

• Proficiency with Outlook and Excel
• Comfortable working from email-based work queues
• Ability to operate multiple systems simultaneously

Core competencies

• Strong attention to detail
• Ability to prioritize work in a high-volume, fast-paced environment
• Transparent, professional communicator
• Strong written communication skills
• Able to hold professional conversations with internal and external partners

Customer service & communication

• Builds relationships with clinical territory managers and field partners
• Phone support required (team averages 50–60 calls/day; individual may handle ~4–5 calls)
• Communicates internally with supply chain regarding inventory
• Handles a variety of customer service tasks, including:
• • Purchase order entry
  • Swaps and RMAs
  • Other service-related requests

Primary job function

• Receive purchase orders
• Enter orders into internal systems
• Route orders to shipping team for patient requests

Industry background preferences

• Medical device experience preferred, but open to other industries
• Acceptable backgrounds:
• • Customer service in a medical device company
  • Healthcare or insurance customer service roles
  • Order processing or process-driven roles
• Avoid fast food backgrounds unless the candidate was a shift manager
• Overqualified example: Project managers or people-leaders are not ideal

TechLink Systems is a national provider of staffing services with offices all over the USA as well as development and support centers globally. We are a MBE (NMSDC), WBE (WBENC), and WOSB certified minority business that has been awarded 2017 TAPFIN Premier Partner, 2016 Manpower Excellence Award, 2016 TAPFIN Elite Partner, are a Known Tier Supplier for Agile 1, and have been ranked as a Top Women and Minority Owned Company since 2004 by several businesses including Philadelphia Business Journal, Diversity Business, Inc 5000, Inc 500, San Francisco Business Times, Diversity2000, and Los Angeles Business Journal.

We serve the contract staffing, direct hire, staff augmentation, recruitment, HR management, and project outsourcing needs of clients nationwide. Striving to create personal relationships with clients, TechLink Systems becomes a virtual extension of clients’ own in-house capabilities to help achieve new levels of growth, productivity, and competitiveness.