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- (ADPI) 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
Education & Experience
Must possess at least College/Bachelor’s Degree
Minimum 1-2 year(s) experience in a related field requires
Knowledge of SAP or ERP applications preferred