Customer Service Senior Specialist

Point-of-care diagnostics is a growing and dynamic industry helping to improve clinical and economic outcomes globally. 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 (ARDx) Division. GBS has a global accountability to deliver an exceptional customer experience and create business value through compliance, standardization and data analytics. The GBS group fosters a collaborative, team focused and winning environment where employees are accountable and encouraged to develop themselves. 

The Customer Service Senior Specialist is responsible for the oversight of representatives who process inbound purchase orders in an efficient and accurate manner through multiple sources: Fax, Email, Esker Fax Automation, 
EDI (Electronic Data Interface) and salesforce.com (CRM). This position is responsible for overall management of the department, ensuring that the team meets or exceeds requirements, standards and productivity measures. This position is responsible for the adherence of all procedures and Service Level Agreements (SLAs) established by Abbott Rapid Dx North America, LLC.

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  Support the team of Order Intake and Data Entry Representatives, provide leadership and guidance for all data entry staff

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  Assume ownership and responsibility for data accuracy of all processed sales orders by reviewing data processed and implementing quality mechanism and controls

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  Work as a liaison with the Customer Service Support Sr. Specialist and Customer Service Management Team to ensure all escalated order issues are being communicated in a timely manner to the team in Orlando, Florida.

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  Analyze internal operations and procedures and recommend proper changes as needed

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  Provide Training and Skill Development plans for all employees in department

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  Develop employees; assist with performance reviews and corrective actions when necessary 

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  Execute applicable Quality System processes and monitor the accuracy of service provided

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  Communicate the importance of the Quality System to all employees and report on its effectiveness

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  Responsible for Customer Service Team Lunch, Break and PTO schedules

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  Support Sarbanes Oxley (SOX) compliance

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  Other duties as assigned

• Customer Focus

• Functional/Technical Skills

• Priority Setting 

• Problem Solving 

• Process Management Minimum

Qualifications 

• Must be proficient in MS Office including Excel, Word, and Outlook 

• Must have good keyboarding and typing skills 

• Must be able to multi-task and meet deadlines 

• Must have strong analytical and problem-solving skills 

• Must have excellent interpersonal skills 

• Must be able to communicate professionally Education & Experience 

• Must possess at least College/Bachelor’s Degree 

• Order Entry or Data Management work experience required 

• Knowledge of SAP or ERP applications preferred

In specific locations, the pay range may vary from the range posted.