About Abbott

　　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.

　　Working at Abbott

　　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 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.

　　PURPOSE OF THE JOB

　　Assigned to Iberia (Portugal&Spain). Provide internal and external customers with best possible service in terms of order processing, pricing and billing inquires, service requests and customer complaints.

　　Compliant with internal processes and procedures (e.g. Abbot Medical Quality System) and with the applicable legislation.

　　Manage all daily activities in customer service independently and actively support local Customer Service management

　　Collaborate in other company activities, processes as all kind of audits and/or investigation when necessary.

　　ROLES & RESPONSIBILITIES

　　Front office activities:

　　Receive & process orders for all customers which are received by telephone

　　Handle customer complaints and perform investigations

　　Follow up on pricing discrepancies with Customer Service management/Tender department/division manager/sales manager

　　Issue required credit notes for returns and complaints within the official procedural deadlines

　　Maintain daily contact with company approved couriers, for regular pick-up and delivery timetable, investigation of claims and follow-up for emergency

　　Organizing return shipments

　　PER (Product Experience Reports) processing and follow up in collaboration with sales reps

　　Responsible for PER handling in line with quality guide lines

　　Collaborate in the CS global objectives, targets and KPIs

　　LFR KPI

　　Invoice Accuracy

　　Orders Accuracy

　　Phone Service Levels

　　% of automation & touchless

　　Management of Customer Service e-mail inbox.

　　Receive & process orders for all customer which are received by e-mail, fax, Esker, OMQ, post and/or other channels.

　　Follow procedures related to the receiving, checking and creation of the sales orders/invoices

　　Production of relevant paperwork i.e. packing lists, proforma invoices and credit notes.

　　Perform and execute all invoicing in a timely and precise manner incl. responsibility for electronic invoicing.

　　Daily control of invoices issued by the system, checking all orders have been invoiced.

　　Issue required credit notes for cross-charges, rebates and price corrections within the official procedural deadlines.

　　Colaborate in the root cause analisys for Invoice Disputes and work with the resolution processes.

　　Follow up on backorders.

　　Master Data Maintenance (customer, materials, prices, territories, etc.)

　　Actively participate in any required product tracking research when required

　　Support quality and sales department in FSCA (Field Safety Corrective Action) implementation.

　　Delivery of documentations, invoices, orders, PODs, etc. to customers, internal other areas, etc.

　　EPIQ management when necessary.

　　Capital Equipment, Export, EDI, new products

　　Work on process improvement and projects under the supervision of the Customer Service supervisor/manager

　　Responsible to train and coach Junior Customer Service Representative and Customer Service Representative.

　　Meet all rules listed in the Abbott Medical Code of Business Conduct, the Health Care Professionals and the Stand & Deliver Policies

　　Inventory management (if applicable):

　　Collaboration in the Annual Inventory process. Inventory count sheets control reception, control and registration, inventory adjustments required in the company tech. solutions.

　　Produce reports on inventory and consignment products with short UBD and alert sales and local management on a regular basis.

　　Other Control and/or reporting activities

　　Open Returns and returns pending for invoicing

　　Daily LFR control

　　Billing blocks

　　Error Orders

　　Daily Back Order

　　Price matching

　　Pending Customer Orders

　　INB status

　　AGA Kits follow-up

　　If assigned:

　　Back up for Customer Service supervisor/manager

　　Shared departmental responsibility with Regional Customer Service manager

　　Contact person for some approved suppliers/know the terms and keep others informed, responsible for updating approved supplier log

　　Responsibilities for all functions:

　　This job description is intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities.

　　When tasks and responsibilities are assigned outside the scope of normal duties, the employee must understand the level of decision making for which he/she is responsible and if in doubt clarify this with his/her supervisor.

　　EDUCATION & COMPETENCIES

　　Upper secondary diploma/High school diploma – country specific

　　Strong practical experience in Customer Service

　　Fluent in Portuguese

　　Fluent in Spanish

　　English- high level, written and spoken

　　Knowledge of Microsoft Office

　　Knowledge of ERP packages (SAP, …)

　　Team player

　　Customer oriented

　　Good organization ability

　　Good communication skills for internal and external contacts

　　Positive reaction to working in a “deadline” environment, stress resistant

　　Integrity

　　Sensitive of initiative and adaptability to permanent evolving organizations

　　Sensitive to the importance of the product

　　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.

　　An Equal Opportunity Employer

　　Abbot welcomes and encourages diversity in our workforce.

　　We provide reasonable accommodation to qualified individuals with disabilities.

　　To request accommodation, please call 224-667-4913 or email [email protected]