Customer Service Specialist

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 createbusiness 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 whereemployees 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, errorreviews 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 ResponsibilitiesManage 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 systemManaging incoming requests from functional mailboxes. Review and respond to all emails with professionalism, accurate information and ensure timely follow-upsWork with Master Data, Purchasing, Finance, Sales/Marketing, Distribution Centers and other relevant functions regarding allocations, returns/credits and other order issuesAbility 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 necessaryGenerate reports as needed, but not limited to, open orders, billing block and error trendingCollaborate with Team Lead/Supervisor and Subject Matter Expert (SME) on continuous improvement and identifying process efficienciesResponsible for executing assigned task and/or projectMaintain required knowledge of all Abbott Systems including SAP, Esker, Agile, Metro, LERN and SharePoint to accurately provide information to all inquiries and follow business guidelinesBuild and maintain professional working relationship with our internal and external customersExecute applicable Quality System processesSupport Sarbanes Oxley (SOX) complianceOther duties as assignedKey Position CompetenciesDetailed OrientedCustomer FocusFunctional/Technical SkillsTime Management and Priority SettingProblem SolvingDrive ResultsWritten and Oral CommunicationsProfessionalismCollaboration and TeamworkMinimum QualificationsMust be proficient in MS Office including Excel, Word and OutlookMust have good keyboarding and typing skillsMust have data entry experienceMust be able to multi-task and meet deadlinesMust be able to communicate professionallyMust be willing to work night shiftEducation & ExperienceMust possess at least College/Bachelor’s DegreeMinimum 1-2 year(s) experience in a related field requiredKnowledge of SAP or ERP applications preferred