Customer Service Associate II

The Customer Service Associate II- (ADPI) is responsible for a variety of sales and customer support activities by providing product and service information, resolving service inquiries and problems for internal and external customers.

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

•  Responsible for all facets of assigned account management including, but not limited to, order fulfillment, open order management, service issues and resolution, while acting as primary liaison between customers and other areas of business
• Review and maintain open orders to quickly resolve delivery blocks, billing blocks, and incomplete order status, etc.
• Provide accurate documentation of all delays and changes made to an order
• 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
• Properly document customer interactions by recording details of inquiries, complaints, and comments as well as actions taken
• Utilize all resources to resolve any issues or potential concerns regarding a customer, product or system. Obtain knowledge of businesses processes to resolve proactively and seek assistance from the leadership team as necessary
• Understand and review Credits & Return Goods Authorizations, and Debits. Take note of concerns received from customers and liaise to Support Team or Specialists for resolution
• Work with Domestic Customer Service Management in identifying and documenting areas of process changes or improvement
• Work with Distribution Centers, supply chain and sales as needed to manage customer expectations and ensure order fulfillment requirements are met
• Maintain required knowledge of all Abbott Systems including SAP, Esker, Agile, Metro, and SharePoint to accurately provide information to all inquiries and follow business guidelines
• Execute applicable Quality System processes
• Support Sarbanes Oxley (SOX) compliance
• Other duties as assigned