Abbott brings a variety of expert viewpoints on new innovations, insights, and impacts that are shaping the future of diagnostics around the world.

Abbott Rapid Dx North America, LLC’s Orlando site is part of Global Business Services (GBS) within the Abbott Rapid Diagnostics Division. We have a global accountability to delivery an exceptional customer experience and create
business value through compliance, standardization and data analytics. GBS also designs and develops Software products for ARDx businesses. The GBS group fosters a collaborative, team focused and winning environment where
employees are accountable and encouraged to develop themselves.

The Customer Service Specialist is responsible for the processing of inbound purchase orders in an efficient and accurate manner. Their responsibility includes, but is not limited to, returns and credits, sales order escalations, error
reviews and allocations.

This position is responsible for the adherence of all procedures and Service Level Agreements (SLAs) established by Abbott Rapid Dx North America, LLC.

Duties and Responsibilities

Manage and process the workflow related to customer purchase orders which includes: Fax and Email purchase orders into Esker (fax automation solution), EDI (Electronic Data Interface), and salesforce.com (CRM)

Assume ownership and responsibility for data accuracy of all sales order information that is entered into Abbott Rapid Dx North America’s SAP ERP system

Managing incoming requests from functional mailboxes. Review and respond to all emails with professionalism, accurate information and ensure timely follow-ups

Work with Master Data, Purchasing, Finance, Sales/Marketing, Distribution Centers and other relevant functions regarding allocations, returns/credits and other order issues

Ability to investigate and resolve escalated orders from all sales order processing channels (Esker, SAP and Salesforce.com) and elevate to Subject Matter Expert (SME) and Team Lead/Supervisor if necessary

Generate reports as needed, but not limited to, open orders, billing block and error trending

Collaborate with Team Lead/Supervisor and Subject Matter Expert (SME) on continuous improvement and identifying process efficiencies

Responsible for executing assigned task and/or project

Maintain required knowledge of all Abbott Systems including SAP, Esker, Agile, Metro, LERN and SharePoint to accurately provide information to all inquiries and follow business guidelines

Build and maintain professional working relationship with our internal and external customers

Execute applicable Quality System processes

Support Sarbanes Oxley (SOX) compliance

Other duties as assigned

Key Position Competencies

Detailed Oriented

Customer Focus

Functional/Technical Skills

Time Management and Priority Setting

Problem Solving

Drive Results

Written and Oral Communications

Professionalism

Collaboration and Teamwork

Minimum Qualifications

Must be proficient in MS Office including Excel, Word and Outlook

Must have good keyboarding and typing skills

Must have data entry experience

Must be able to multi-task and meet deadlines

Must be able to communicate professionally

Must be willing to work night shift

Education & Experience

Must possess at least College/Bachelor’s Degree

Minimum 1-2 year(s) experience in a related field required

Knowledge of SAP or ERP applications preferred