Customer Service Representative

Abbott; Metropolitan Borough of Solihull; On-site; GBP 40,000 - 60,000; Full time

Job summary

A global healthcare company is seeking an Office-Based Customer Service Representative to ensure smooth order processing and exceptional support. Ideal candidates will have strong communication skills, prior customer service experience, and proficiency in Microsoft Office. The role offers competitive salaries and benefits in a collaborative work environment.

Benefits

Competitive salary

Defined contribution pension scheme

Private healthcare

Life assurance

Flexible benefits scheme

Qualifications

• Prior experience in customer service or sales advisory roles is ideal.
• Medical sector experience is a plus.

Responsibilities

• Manage hospital orders and customer inquiries.
• Handle complaints and issue credit notes.
• Coordinate logistics for deliveries and pickups.
• Support compliance and reporting activities.

Skills

Excellent written and verbal communication skills

Strong organizational ability

Customer-focused mindset

Ability to thrive in a deadline-driven environment

Team player with strong interpersonal skills

Education

Minimum GSCE standard

A-levels preferred

Tools

Microsoft Office

SAP experience

Job description

JOB DESCRIPTION

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.

Our medical devices help more than 10,000 people have healthier hearts, improve quality of life for thousands of people living with chronic pain and movement disorders.

About the Role

We are seeking a Customer Service Representative to join our dynamic team. This role is critical in ensuring seamless order processing, exceptional customer support, and compliance with internal procedures. You will act as the primary point of contact for hospitals and internal stakeholders, ensuring accuracy, efficiency, and a positive customer experience in a fast-paced, deadline-driven environment.

This role will be an Office Based in our lovely Solihull office.

What You’ll Do

• Order Management:

  • Receive and process all hospital orders within daily deadlines.
  • Create and manage sales orders and invoices accurately and promptly.
  • Monitor queues for automation opportunities and backorder follow-ups.

• Customer Support & Issue Resolution:

  • Handle customer complaints, investigate issues, and organize return shipments.
  • Issue credit notes for returns and complaints within procedural deadlines.
  • Manage a busy mailbox for queries and orders, ensuring timely responses.

• Pricing & Documentation:

  • Follow up on pricing discrepancies with Tender, Sales, and Division Managers.
  • Produce relevant documentation including packing lists, invoices, and credit notes.

• Logistics & Coordination:

  • Liaise with approved logistics partners for pickups, deliveries, and emergency requests.
  • Investigate courier claims and maintain regular communication for smooth operations.

• Compliance & Reporting:

  • Support Product Event Reporting (PER) and collaborate with Territory Managers.
  • Assist in FSCA (Field Safety Corrective Action) implementation with Quality and Sales teams.
  • Maintain master data (customers, materials) and adhere to company policies including the Code of Business Conduct.

What You’ll Need

• Education & Experience:

  • Minimum GSCE standard; A-levels preferred.
  • Prior experience in customer service or sales advisory roles is ideal (medical sector experience is a plus).

• Skills & Competencies:

  • Excellent written and verbal communication skills.
  • Strong organizational ability and attention to detail.
  • Customer-focused mindset with a positive attitude under pressure.
  • Ability to thrive in a deadline-driven environment.
  • Team player with strong interpersonal skills for internal and external contacts.

• Technical Knowledge:

  • Proficiency in Microsoft Office.
  • SAP experience is highly desirable.

Why Join Us?

• Be part of a collaborative team that values customer excellence and operational precision.
• Opportunity to work in a dynamic healthcare environment with meaningful impact.
• Continuous learning and development opportunities.

As you’d expect from a global healthcare company, we offer a fantastic range of benefits to support you and your family including competitive salaries, a superb defined contribution pension scheme, private healthcare, life assurance and a flexible benefits scheme.

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.

The base pay for this position is

N/A

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

JOB FAMILY: Customer Service

DIVISION: CRM Cardiac Rhythm Management

LOCATION: United Kingdom : Blythe Valley Park , Elder (Plot C1b), Central Boulevard Solihull

ADDITIONAL LOCATIONS:

WORK SHIFT: Standard

TRAVEL: No

MEDICAL SURVEILLANCE: Not Applicable

SIGNIFICANT WORK ACTIVITIES: Not Applicable