Customer Service Senior Specialist

Abbott Laboratories; Taguig; On-site; PHP 520,000 - 900,000; Full time

Job summary

Abbott Laboratories in Taguig City, Philippines, is seeking a Customer Service Senior Specialist to oversee order intake and data entry teams. You will ensure accurate processing of inbound purchase orders via multiple channels and uphold SLAs.

The role requires strong MS Office skills, data management experience, and ability to lead, train, and develop staff while coordinating with the Orlando team to resolve escalated issues.

Qualifications

• Must have College/Bachelor’s Degree.
• Order Entry or Data Management work experience required.
• Proficient in MS Office including Excel, Word, and Outlook.

Responsibilities

• Lead and guide data entry staff; ensure data accuracy of all processed orders.
• Own data accuracy of all processed sales orders and implement quality controls.
• Coordinate with Customer Service Support Sr. Specialist and Management to communicate escalated order issues to Orlando, Florida.
• Analyze internal operations and procedures and recommend changes as needed.
• Provide Training and Skill Development plans for department staff.
• Develop employees; assist with performance reviews and corrective actions as necessary.
• Support SOX compliance and monitor quality system processes.
• Other duties as assigned.

Skills

MS Office proficiency

Typing/keyboarding

Multi-tasking

Analytical thinking

Interpersonal skills

Professional communication

Education

College/Bachelor’s Degree

Tools

SAP

ERP applications

Job description

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 ofdiagnostics around the world.

Abbott Rapid Dx North America, LLC’s Orlando site is part of Global Business Services (GBS) within the Abbott RapidDiagnostics (ARDx) Division. GBS has a global accountability to deliver an exceptional customer experience and createbusiness value through compliance, standardization and data analytics. The GBS group fosters a collaborative, teamfocused 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 processinbound 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 thedepartment, ensuring that the team meets or exceeds requirements, standards and productivity measures. This positionis responsible for the adherence of all procedures and Service Level Agreements (SLAs) established by Abbott Rapid DxNorth America, LLC.

Duties and Responsibilities

• Support the team of Order Intake and Data Entry Representatives, provide leadership and guidance for all data entrystaff
• Assume ownership and responsibility for data accuracy of all processed sales orders by reviewing data processedand implementing quality mechanism and controls
• Work as a liaison with the Customer Service Support Sr. Specialist and Customer Service Management Team toensure 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 professional 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)