What are the responsibilities and job description for the Customer Service Associate II position at Abbott?
The Opportunity
This position works out of our St. Paul, MN location in the Structural Heart division. Our business purpose is to restore health and improve quality of life by designing and providing device and management solutions for treating structural heart disease.
What You’ll Work On
- Receives and processes customer rental and purchase orders according to establish procedures. Interprets and clarifies customer orders for the shipping department, creates relevant shipping paperwork, communicates waybill information, and traces lost shipments. Maintains customer contact until shipment is received at point of destination.
- 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.
- Keeps current on all products offered by company. Monitors, understands, and implements changes in regulatory requirements or CS processes.
- 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.
- Performs consignment inventory initial set-up, audits and troubleshoots discrepancies through to resolution with external customers. May generate reports on inventory and consignment products for field or management distribution.
- Maintains Accounts and Contacts in ERP and CRM Databases including maintenance and updates. Consults and strategizes with management regarding identifying key hospital personnel regarding future product opportunities and customer needs.
Required Qualifications
