Customer Service Senior Specialist

Thornton Tomasetti; Taguig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Abbott seeks a Customer Service Senior Specialist at the Philippines/Taguig site to oversee the Order Intake and Data Entry team handling inbound orders via Fax, Email, Esker Fax Automation, EDI and Salesforce CRM.

You will lead data accuracy initiatives, train staff, coordinate with the Orlando team, ensure SLAs and SOX compliance, and maintain quality processes while communicating escalated issues promptly.

Qualifications

• Must possess at least College/Bachelor’s Degree.
• Order Entry or Data Management work experience required.
• Knowledge of SAP or ERP applications preferred.

Responsibilities

• Lead and train data entry staff and oversee data accuracy.
• Escalate order issues to the Orlando team and ensure timely communication.
• Develop and implement quality processes and monitor effectiveness.
• Support SOX compliance and maintain documentation and schedules.

Skills

MS Office (Excel, Word, Outlook)

Typing and data-entry

Analytical and problem-solving

Interpersonal communication

Education

Bachelor's degree

Order Entry / Data Management experience

Tools

SAP

ERP systems

Job description

Position Summary 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.

Duties and Responsibilities Support the team of Order Intake and Data Entry Representatives, provide leadership and guidance for all data entry staff Assume ownership and responsibility for data accuracy of all processed sales orders by reviewing data processed and implementing quality mechanism and controls 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. Analyze internal operations and procedures and recommend proper changes as needed Provide Training and Skill Development plans for all employees in department Develop employees; assist with performance reviews and corrective actions when necessary Execute applicable Quality System processes and monitor the accuracy of service provided Communicate the importance of the Quality System to all employees and report on its effectiveness Responsible for Customer Service Team Lunch, Break and PTO schedules Support Sarbanes Oxley (SOX) compliance Other duties as assigned.

Key Position Competencies

• 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

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: RMDx Rapid and Molecular Diagnostics LOCATION: Philippines > Taguig City : Five/Neo Building ADDITIONAL LOCATIONS: WORK SHIFT: Standard TRAVEL: Not specified MEDICAL SURVEILLANCE: Not Applicable SIGNIFICANT WORK ACTIVITIES: Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)

Abbott is about the power of health. For more than 135 years, Abbott has been helping people reach their potential — because better health allows people and communities to achieve more. With a diverse, global network serving customers in more than 160 countries, we create new solutions — across the spectrum of health, around the world, for all stages of life. Whether it’s next-generation diagnostics, life-changing devices, science-based nutrition, or novel reformulations, we are advancing some of the most innovative and revolutionary technologies in healthcare, helping people live their best lives through better health. The people of Abbott come to work each day with relentless energy, enthusiasm and a promise to enhance the health and well-being of millions of people. They push the boundaries to help manage and treat some of life’s greatest health challenges.

We invite you to explore opportunities at Abbott, to see if your talents and career aspirations may fit with our openings. An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce.

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