Customer Service Senior Specialist

Abbott; Taguig; On-site; PHP 3,762,000 - 5,643,000; Full time

Job summary

Abbott is seeking a Customer Service Senior Specialist to oversee order intake and data entry teams, ensuring accurate processing of inbound purchase orders via multiple channels. The role supports leadership and maintains quality systems and SLAs.

The position involves coordinating with the Orlando-based Customer Service team, driving process improvements, and ensuring timely escalation of issues. A bachelor’s degree and ERP experience are preferred.

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.
• 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.

Responsibilities

• Oversee data entry representatives and provide leadership for the team.
• Ensure accuracy of all processed sales orders and apply quality controls.
• Coordinate with Customer Service and management to communicate escalated issues.
• Analyze internal operations and recommend improvements.
• Provide training and development plans for department staff.
• Support SOX compliance and maintain quality system processes.
• Handle scheduling for lunches, breaks, and PTO for team.
• Perform other duties as assigned.

Skills

MS Office

Excel

Typing

Multitasking

Analytical skills

Interpersonal skills

Communication skills

Education

Bachelor’s degree

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.

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 skillsMust 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