Customer Service Associate 2 at Abbott

Taguig City, National Capital Region, Philippines

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, DiagnosticsIndustries

Requirements

Must possess at least College/Bachelor’s Degree
Minimum 2-3 years experience in a related field
Proficient in MS Office including Excel, Word, and Outlook
Good keyboarding and typing skills
Customer service experience, preferably in phone support/tasks
Ability to multi-task and meet deadlines
Ability to work independently and on a team
Willing to work night shift
Knowledge of SAP or ERP applications preferred
Competencies: Functional/Technical Skills, Problem Solving, Time Management and Priority Setting, Drive for Results, Written and Oral Communications, Customer Focus, Professionalism

Responsibilities

Manage all facets of assigned account management, including order fulfillment, open order management, service issues and resolution, acting as primary liaison between customers and other business areas
Review and maintain open orders to resolve delivery blocks, billing blocks, and incomplete order status; provide accurate documentation of delays and changes
Ensure customer satisfaction by answering incoming/outbound calls and emails in a friendly, engaged, and enthusiastic manner
Review and respond to all emails with professionalism, accurate information, and timely follow-up
Document customer interactions by recording details of inquiries, complaints, comments, and actions taken
Utilize resources to resolve issues or concerns regarding customers, products, or systems; obtain knowledge of business processes to resolve proactively and seek leadership assistance as necessary
Understand and review Credits & Return Goods Authorizations, and Debits; note customer concerns and liaise with Support Team or Specialists for resolution
Work with Domestic Customer Service Management to identify and document areas of process changes or improvement
Collaborate with Distribution Centers, supply chain, and sales to manage customer expectations and ensure order fulfillment
Maintain knowledge of Abbott Systems including SAP, Esker, Agile, Metro, and SharePoint to provide accurate information and follow business guidelines
Execute applicable Quality System processes
Support Sarbanes-Oxley (SOX) compliance
Other duties as assigned

Skills

Key technologies and capabilities for this role

Customer ServiceOrder FulfillmentOpen Order ManagementAccount ManagementProblem ResolutionEmail CommunicationPhone SupportDocumentationCredits ProcessingReturn Goods AuthorizationProcess Improvement

Questions & Answers

Common questions about this position

What is the location for this Customer Service Associate 2 position?

The position is located in the office at Manila, Philippines.

Is this a full-time role, and what shifts might be involved?

This is a full-time position, and candidates must be willing to work night shift.

What skills and experience are required for this role?

Required skills include proficiency in MS Office (Excel, Word, Outlook), good keyboarding and typing skills, customer service experience preferably in phone support, ability to multitask and meet deadlines, and 2-3 years of related experience. Knowledge of SAP or ERP is preferred, along with competencies in problem solving, time management, and priority setting.

What systems will I need to use in this role?

You will need to maintain knowledge of Abbott Systems including SAP, Esker, Agile, Metro, and SharePoint.

What makes a strong candidate for this customer service position?

Strong candidates have 2-3 years of customer service experience, especially phone support, proficiency in MS Office and ERP systems like SAP, the ability to multitask independently and in a team, and a proactive approach to problem-solving.

Abbott

Healthcare solutions in diagnostics and devices

About Abbott

Abbott Laboratories focuses on improving health through various medical technologies and health solutions. The company operates in areas such as cardiovascular health, diabetes management, diagnostic testing, nutrition, and neuromodulation for chronic pain and movement disorders. Abbott's products include advanced medical devices and diagnostic tests that help healthcare professionals and patients manage health conditions effectively. For example, their cardiovascular technologies assist in heart health management, while diabetes care products enable accurate glucose monitoring without painful fingersticks. Unlike many competitors, Abbott emphasizes accessibility and affordability in its offerings, aiming to make life-changing technologies available to a broader audience. The company's goal is to positively impact global health and well-being, supported by a commitment to sustainability and a 2030 Sustainability Plan.

Lake Bluff, IllinoisHeadquarters

1888Year Founded

IPOCompany Stage

HealthcareIndustries

10,001+Employees

Risks

Departure of key leader Dr. Adamson may affect Abbott's Heart Failure division.

Integration challenges with Medtronic could impact glucose monitor-insulin pump rollout.

Thermo Fisher's microfluidics expansion may increase competition for Abbott.

Differentiation

Abbott integrates continuous glucose monitoring with automated insulin delivery systems.

Abbott's microfluidic devices streamline diagnostic processes efficiently.

Abbott's neuromodulation products target specific nervous system areas for chronic pain relief.

Upsides

Microfluidic technology offers cost-effective solutions in diagnostics.

Strategic partnerships like Abbott-Medtronic enhance product offerings and market reach.

Significant investments indicate strong market confidence in Abbott's healthcare solutions.

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