Customer Service II

Abbott; Saint Paul (MN); On-site; USD 35,000 - 50,000; Full time

Benefits offered by this job

Medical and Prescription Drug Plans

Dental Plan

Vision Plan

Health Savings Account

401(k)

Job summary

Abbott is offering a Customer Service II position in St. Paul, MN. The role involves processing customer rental and purchase orders, ensuring effective communication regarding order status and discrepancies, and maintaining accounts in ERP and CRM systems.

The ideal candidate will have a high school diploma and at least two years of experience in customer service. Abbott provides numerous benefits including medical, dental, and vision plans, along with a 401(k).

Qualifications

• Two or more years of experience in customer service or a closely related environment.
• Experience with inventory management and order discrepancies.

Responsibilities

• Processes customer rental and purchase orders efficiently.
• Resolves order discrepancies and communicates updates to customers.
• Maintains customer accounts in ERP and CRM databases.
• Handles customer product complaints and tracks returns.

Skills

Customer service experience

Order processing

Inventory management

Effective communication

Education

High school diploma

Tools

ERP systems

CRM databases

Job description

Title

Customer Service II

Location

St. Paul, MN

Duration

7 Months

Summary

Receives and processes customer rental and purchase orders in accordance with established procedures. Interprets and clarifies customer orders for the shipping department, creates relevant shipping paperwork, communicates waybill information, and traces lost shipments. Maintains customer contact until the shipment is received at the destination.

Responsibilities

• Follows up and resolves order discrepancies, credit holds, training requirements, or product availability issues when appropriate with the guidance of the team lead/Supervisor. Communicates to customers on order status, expected release dates, or requirements needed to fulfill orders.
• Provides and communicates inventory status updates and support. Researches and prepares billing correction requests to ensure proper billing and corrects commission payments on all devices. Provides accurate entry and field support for the clinical procedure calendar when required.
• Keeps current on all products offered by the company. Monitors, understands, and implements changes in regulatory requirements or CS processes.
• Responsible for obtaining approvals, issuing and tracking returns, and ensuring the issuance of credits based on procedures. Works with customers to expedite the return through to resolution. Receives and responds to customer product complaints, determines the validity of the warranty period, processes credits, and works with internal personnel to schedule installs, ship replacements, or loaned equipment to address immediate customer needs.
• Performs consignment inventory initial set-up, audits, and troubleshoots discrepancies through to resolution with external customers. May generate reports on inventory and consignment products for field or management distribution.
• Maintains accounts and contacts in ERP and CRM databases, including maintenance and updates. Consults and strategizes with management regarding identifying key hospital personnel for future product opportunities and customer needs.

Required Qualifications

• High school diploma
• Minimum of two or more years of demonstrated experience in a customer service or closely related environment.
• Nice to Have
• Specialized training/equivalent related experience.

Benefits

• Medical and Prescription Drug Plans
• Dental Plan
• Vision Plan
• Health Savings Account (for High-Deductible Health Plans)
• Flexible Spending Accounts (Health, Limited Purpose, Dependent Care, Commuter Parking and Commuter Transit)
• Supplemental Life Insurance
• Short Term Disability (coverage varies by state)
• Long Term Disability
• Critical Illness, Hospital coverage, Accident Insurance
• MetLife Legal, MetLife ID Fraud, and MetLife Pet Insurance
• 401(k)