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Senior Customer Service Associate

3205 St. Jude Medical, Cardiology Division, I

This is a Contract position in New York, NY posted January 9, 2022.

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.

JOB DESCRIPTION: Senior Customer Service Associate Leading an active lifestyle is important to the many people we serve.

We’re advancing the treatment of heart and vascular disease through breakthrough medical technologies in ELECTROPHYSIOLOGY & HEART FAILURE, allowing people to restore their health and get on with their lives.

Working in team environment under general supervision, provides sales order support to sales representatives, hospitals, clinics and physicians.

Processes customer orders submitted via multiple channels, including phone, fax, Electronic Data Interchange and e-mail.

Provides inventory support for products and services accurately, expeditiously, and under special circumstances.

Support a continuous improvement environment for department processes including order processing and invoicing transactions, returns processing, backorder processing, credit requests, and new product launches.

This position requires developing rapport with customers and field sales/clinical personnel via verbal and written communication.

May be assigned to assist on projects within the Customer Service department.

WHAT YOU’LL DO Effectively communicates and interacts with internal and external customers to ensure priorities and exceptions are clearly understood.

Maintains positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.

Handles moderately complex issues and resolves and/or facilitates resolution of problems including identifying causes to prevent re-occurrence with guidance of Team Lead/Supervisor/Manager.

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 validity of warranty period, processes credits, works with internal personnel to schedule installs, ship replacements or loaned equipment to address immediate customer needs.

Receives and responds to customer service complaints, researches, and analyzes data to facilitate resolution of trended occurrences, escalates as appropriate.

Follows up and resolves order discrepancies, credit holds, training requirements or product availability issues when appropriate with the guidance of team lead/Supervisor.

Communicates to our customers on order status, expected release dates or requirements needed to fulfill order.

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 clinical procedure calendar when required.

Responds quickly to customer inquiries and requests, including medium difficulty technical questions.

Keeps current on all products offered by company.

Monitors, understands and implements changes in regulatory requirements or customer service processes.

Support a continuous improvement environment for department processes including order processing and invoicing transactions, returns processing, backorder processing, credit requests, and new product launches.

Conducts sales order audits and works collaboratively with Customer Service Management in analyzing, preparing, and responding to Sarbanes Oxley and/or regulatory agency audit requirements.

Conducts and analyzes all Customer Service audits and provide recommendations and feedback.

Provides timely feedback to Information Systems on any systems issues.

Escalates issues as appropriate.

EDUCATION AND EXPERIENCE YOU’LL BRING Required Demonstrated organizational skills, attentiveness to detail, ability to work under general supervision and the ability to handle multiple projects simultaneously.

Demonstrated interpersonal & communication skills, including the ability to listen, resolve problems, deal with unresolved issues, delays, and unexpected events, while effectively communicating and maintaining rapport with sales representatives and customers.

Demonstrated keyboard and personal computer skills (experience with Microsoft Office including Excel, Word or equivalent applications required) including the ability to pass a 10 key assessment examination.

Ability to work in a highly matrixed and geographically diverse business environment.

Ability to work within a team and as an individual contributor in a fast-paced, changing environment High school diploma or other specialized training/equivalent related experience.

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

WHAT WE OFFER At Abbott, you can have a good job that can grow into a great career.

We offer: Training and career development , with onboarding programs for new employees and tuition assistance Financial security through competitive compensation, incentives and retirement plans Health care and well-being programs including medical, dental, vision, wellness and occupational health programs Paid time off 401(k) retirement savings with a generous company match The stability of a company with a record of strong financial performance and history of being actively involved in local communities Learn more about our benefits that add real value to your life to help you live fully: www.abbottbenefits.com Follow your career aspirations to Abbott for diverse opportunities with a company that provides the growth and strength to build your future.

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 and AbbottGlobal JOB FAMILY: Customer Service DIVISION: EPHF Electrophysiology & Heart Failure LOCATION: United States > Minnesota > St.

Paul > Lillehei : One Lillehei Plaza ADDITIONAL LOCATIONS: WORK SHIFT: Standard TRAVEL: No MEDICAL SURVEILLANCE: No 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