Customer Service Specialist - German Bilingual

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

Our rapid diagnostics solutions are helping address some of the world’s greatest healthcare challenges.

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You will have access to:

• Career development with an international company where you can grow the career you dream of.
• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

As the Customer Service Specialist (Bilingual), you will be responsible for a variety of sales and customer support activities by providing product and service information, resolving inquiries and problems for internal and external customers. This position is responsible for adhering to all procedures and Service Level Agreements (SLAs) established by Abbott Rapid Diagnostics and supporting customers across multiple regions.

• Responsible for all facets of assigned account management including order fulfillment, open order management, service issues and resolution, while acting as the primary liaison between customers and other areas of the business.
• Review and maintain open orders to quickly resolve delivery blocks, billing blocks, and incomplete order status. Provide accurate documentation of delays and order changes.
• Utilize BI dashboards and weekly metrics to monitor backlog cycle times, document accuracy, and overall account health.
• Review and submit inclusion requests to meet in-country regulatory requirements.
• Review daily backlog and clear delivery, billing, and incomplete blocks while maintaining accurate dates and priorities.
• Ensure customer satisfaction by answering incoming and outbound calls and emails in a professional, engaged, and customer-focused manner.
• Review and respond to emails with professionalism, accurate information, and timely follow-up. Resolve customer issues regarding pricing, inventory availability, terms, and delivery.
• Rapidly triage and resolve complex customer issues by identifying root causes and selecting effective solutions.
• Properly document customer interactions, inquiries, complaints, comments, and actions taken.
• Utilize available resources to resolve customer, product, or system issues and proactively identify potential concerns.
• Understand and review Credits, Return Goods Authorizations (RGAs), and Debits, coordinating with appropriate teams for resolution.
• Resolve complex, technical, or high-impact customer issues.
• Escalate unresolved workflow and customer issues to Senior Specialists and Team Leads for timely resolution.
• Partner with Customer Service Management to identify and document process improvements.
• Work closely with Distribution Centers, Supply Chain, and Sales teams to manage customer expectations and ensure fulfillment requirements are met.
• Create and verify specialized export documentation, including commercial invoices, packing lists, and Certificates of Origin (COO) to meet destination-country customs requirements.
• Perform export compliance checks and work with Trade/Customs teams to resolve shipment holds and prevent delays.
• 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.
• Perform other duties as assigned.

• Bachelor’s Degree or equivalent qualification required.
• Minimum of 3 to 5 years of experience in a related field.
• Knowledge of SAP or ERP applications preferred.
• Fluency in a secondary language such as German, Italian, Spanish, French, or Dutch.
• Proficiency in Microsoft Office applications including Excel, Word, and Outlook.
• Strong keyboarding and typing skills.
• Customer service experience, preferably in phone support environments.
• Ability to multi-task and meet deadlines.
• Ability to work independently and collaboratively within a team.
• Willingness to work mid-shift or night-shift schedules.
• Strong attention to detail and results orientation.
• Excellent customer focus, problem-solving, communication, and process management skills.
• Professional demeanor and strong time management abilities.

This position is based in the Philippines.

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.

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