Customer Service Representative

Abbott; Witney; On-site; GBP 25,000 - 35,000; Full time

Job summary

A global healthcare leader in the UK is seeking a Customer Service Representative to ensure seamless order processing and exceptional customer support. In this office-based role, you will handle hospital orders, manage complaints, and liaise with logistics partners. Ideal candidates will possess strong communication skills and prior customer service experience. This position offers competitive salaries, private healthcare, and continuous learning opportunities.

Benefits

Competitive salaries

Defined contribution pension scheme

Private healthcare

Flexible benefits scheme

Qualifications

• Prior experience in customer service or sales advisory roles is ideal.
• Strong attention to detail and ability to thrive in a deadline-driven environment.
• Ability to handle customer complaints effectively.

Responsibilities

• Receive and process all hospital orders within daily deadlines.
• Handle customer complaints, investigate issues, and organize return shipments.
• Liaise with approved logistics partners for pickups, deliveries, and emergency requests.

Skills

Customer-focused mindset

Excellent communication skills

Strong organizational ability

Team player

Education

GSCE standard; A-levels preferred

Tools

Microsoft Office

SAP

Job description

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 Office Based in our lovely Solihull office.

Key Responsibilities

• 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.

Qualifications

• Minimum GSCE standard; A‑levels preferred.
• Prior experience in customer service or sales advisory roles is ideal (medical sector experience is a plus).
• 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.
• Proficiency in Microsoft Office.
• SAP experience is highly desirable.

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.

Benefits & Opportunities

• 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.
• Competitive salaries, a superb defined contribution pension scheme, private healthcare, life assurance and a flexible benefits scheme.
• We offer a fantastic range of benefits to support you and your family.
• 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.