Customer Service Specialist

Abbott; Taguig; On-site; PHP 360,000 - 600,000; Full time

Job summary

Abbott in the Philippines – Taguig is seeking a Customer Service Specialist (ADPI) to ensure accurate and timely processing of customer purchase orders. You will manage returns, credits, escalations, and allocations while maintaining SLA compliance.

Responsibilities include processing orders via Esker, EDI, Salesforce, and SAP; maintaining data integrity; handling inquiries; and collaborating with Master Data, Purchasing, Finance, Sales, and Distribution Centers.

Qualifications

• Bachelor’s degree (or equivalent) required.
• 1–2 years in customer service, order management, data entry, or related fields.
• Proficient in Microsoft Office Suite (Excel, Word, Outlook).
• Strong keyboarding and data entry skills.
• Excellent written and verbal communication.
• Willingness to work night shifts.

Responsibilities

• Process customer purchase orders accurately via fax, email, and ERP systems.
• Ensure accuracy of SAP ERP sales order data.
• Monitor order workflows and ensure timely completion.
• Handle inquiries and respond with timely follow-ups.
• Resolve order-related issues across Esker, SAP, and Salesforce.
• Escalate complex issues to SMEs or Supervisors.
• Maintain relationships with internal and external customers.
• Support SOX compliance and quality system requirements.

Skills

Keyboarding & data entry

Professional communication

Time management

Multitasking

Detail-oriented

Collaboration & teamwork

Education

Bachelor’s degree

Tools

SAP ERP

Esker

Salesforce

Microsoft Office

Job description

JOB DESCRIPTION:

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 Point of Care diagnostic portfolio spans key health and therapeutic areas, including infectious disease, cardiometabolic, informatics, and toxicology.

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You will have access to:

• Career development with an international company where you can grow the career you dream of.
• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

As the Customer Service Specialist (ADPI), you will play a critical role in ensuring the accurate and timely processing of customer purchase orders. You will manage order-related activities, including returns, credits, escalations, error resolution, and allocations while maintaining compliance with established procedures and Service Level Agreements (SLAs).

What You’ll Do

• Process customer purchase orders accurately and efficiently through: Fax and email orders via Esker (fax automation solution) EDI (Electronic Data Interchange) Salesforce.com (CRM)
• Ensure the accuracy and integrity of all sales order data entered into SAP ERP.
• Monitor and manage order workflows, ensuring timely completion and resolution.
• Manage incoming requests through shared functional mailboxes.
• Respond to inquiries professionally, providing accurate information and timely follow-ups.
• Build and maintain strong relationships with internal and external customers.
• Investigate and resolve order-related issues across Esker, SAP, and Salesforce platforms.
• Handle returns, credits, allocations, and other order concerns.
• Escalate complex issues to Subject Matter Experts (SMEs) or Team Leads/Supervisors when necessary.
• Partner with departments including: Master Data Purchasing Finance Sales & Marketing Distribution Centers
• Support process improvements and identify opportunities for operational efficiencies.
• Generate operational reports such as: Open Orders Billing Blocks Error Trending Reports
• Execute assigned projects and tasks.
• Adhere to Quality System requirements and business guidelines.
• Support Sarbanes-Oxley (SOX) compliance initiatives.
• Maintain proficiency in Abbott systems, including SAP, Esker, Agile, Metro, LERN, and SharePoint.
• Perform additional duties as assigned.

Requirements

• Bachelor’s Degree (or equivalent college degree).
• At least 1–2 years of relevant experience in customer service, order management, data entry, or a related field.
• Proficient in Microsoft Office Suite (Excel, Word, Outlook).
• Strong keyboarding, typing, and data entry skills.
• Ability to manage multiple tasks and meet deadlines.
• Excellent professional communication skills.
• Willingness to work on a night shift schedule.

Preferred Qualifications

• Experience working with SAP or other ERP systems.
• Background in order processing, customer operations, or shared services environments.

Required Competencies

• Detail-Oriented
• Customer Focus
• Functional & Technical Expertise
• Time Management & Prioritization
• Problem-Solving Skills
• Results-Driven Mindset
• Strong Written & Verbal Communication
• Professionalism
• Collaboration & Teamwork

Location

This position is based in Philippines.

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.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.

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)