JOB DESCRIPTION: Main purpose of role: Using established principles of effective customer service, provides sales order and/or inventory management support to sales representatives, hospitals, clinics and physicians.
Main responsibilities:
- Supervise work schedules, PTO, staffing levels to ensure customer calls, e-mail requests and other forms of external and internal customer contact and requests are handled appropriately and within defined goals.
- Monitor and manage department and individual goals and objectives.
- Develop a continuous improvement environment for department processes including order processing, returns processing, backorder processing, credit requests, and new product launches.
- Provides order and returns processing for Legacy ABBOTT International offices and distributors.
- Processes customer orders submitted via multiple channels, including phone, fax, and email.
- Provides inventory support for products and services.
- Communicates with global partners in a clear, concise and professional manner.
- Completes administrative functions to support order processing.
- Handles moderately complex issues.
- Provide general direction and guidance to Customer Service Representatives I & II.
- People Management: Lead (organize, plan, direct and control) his/her customer service team members to achieve the expected goals and Customer Service indicators. Motivates and energizes personnel to obtain top performance.
- Support a continuous improvement environment for department processes including order processing and invoicing transactions, returns processing, backorder processing, credit requests, and new product launches.
- Work closely with worldwide distribution centers to ensure priorities and exceptions are clearly understood.
- Assist in developing a culture which promotes a customer focused philosophy of “ease of doing business” both within and outside the Customer Service department.
- Support all Company initiatives as identified by management and in support of Quality Management Systems (QMS), Environmental Management Systems (EMS), and other regulatory requirements.
- Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements, Company policies, operating procedures, processes, and task assignments. Maintains positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.
- Performs other related duties and responsibilities, on occasion, as assigned.
Qualifications:
- College degree required or equivalent combination of education and experience.
- 3 or more years of experience in a customer service position.. At least 1 or more years of supervisory experience.
- Demonstrated ability to train and mentor others required.
- Ability to work in a highly matrixed and geographically diverse business environment.
- Ability to work within a team and as an individual contributor in a fast-paced, changing environment.
- Ability to leverage and/or engage others to accomplish projects.
- Ability to travel approximately 15%, including internationally.
- Ability to maintain regular and predictable attendance.
- Regularly scheduled overtime is a requirement of this position.
- Fully bilingual Spanish/English is required.
- SAP experience preferred.
- Experience in Customer Service within the Medical Device Industry required (desired).
- Experience working in a broader enterprise/cross-division business unit model preferred.
JOB FAMILY:
Customer Service
DIVISION:
CAHF Cardiac Arrhythmias & Heart Failure
LOCATION:
Costa Rica Alajuela : Parque Industrial, Zona Franca Coyol S.A Edificio #44B, Call0, Avendia 2
ADDITIONAL LOCATIONS:
WORK SHIFT:
Cr09Sal (Costa Rica)
TRAVEL:
No
MEDICAL SURVEILLANCE:
Yes
SIGNIFICANT WORK ACTIVITIES:
Keyboard use (greater or equal to 50% of the workday)
