Bilingual Customer Service Representative – Abbott Medical (Mississauga)

  • Company:
    Abbott Laboratories
  • Location:
  • Salary:
    negotiable / month
  • Job type:
    Full-Time
  • Posted:
    9 hours ago
  • Category:
    Customer Service

<p>Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of lifechanging technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 109,000 colleagues serve people in more than 160 countries.</p><p></p><p><b>Status</b>: Regular, Full Time</p><p></p><p><b>Position Overview</b>:</p><p>Working in team environment under general supervision, provides sales order support to sales representatives, hospitals, clinics and physicians. Processes customer orders submitted via multiple channels, including phone, fax, Electronic Data Interchange and email. Provides inventory support for products and services accurately, expeditiously, and under special circumstances. Support a continuous improvement environment for department processes including order processing and invoicing transactions, returns processing, backorder processing, credit requests, and new product launches. This position requires developing rapport with customers and field sales/clinical personnel via verbal and written communication. May be assigned to assist on projects within the Customer Service department.</p><p></p><p><b>Responsibilities</b>:</p><ul><li>Receives and processes customer purchase orders according to established procedures. Interprets and clarifies customer orders for the shipping department, creates relevant shipping paperwork, communicates waybill information, and traces lost shipments. </li><li>Follows up and resolves order discrepancies or product availability issues when appropriate with the guidance of team lead/Supervisor. Communicates to our customers on order status, expected release dates or requirements needed to fulfill order.</li><li>Researches and prepares billing correction requests to ensure proper billing</li><li>Responds quickly to customer inquiries and requests.</li><li>Keeps current on all products offered by company. Monitors, understands and implements changes in regulatory requirements or CS processes.</li><li>Support a continuous improvement environment for department processes including order processing and invoicing transactions, returns processing, backorder processing, credit requests, and new product launches.</li><li>Requires developing rapport with customers and field sales/clinical personnel via verbal and written communication.</li><li>May be assigned to assist on projects within the Customer Service department.</li><li>Provides timely feedback to Information Systems on any systems issues.  Escalates issues as appropriate.</li><li>Assist with consignment discrepancies through to resolution with external customers and internal reps. </li><li>Works on process improvement and other projects under the supervision of the Customer Service Lead/Supervisor/Manager.</li><li>Handles moderately complex issues and resolves and/or facilitates resolution of problems including identifying causes to prevent reoccurrence with guidance of Team Lead/Supervisor/Manager.</li><li>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.</li><li>Receives and responds to customer service complaints, escalates as appropriate.</li><li>Establishes and maintains a business climate that fosters positive and cooperative working relationships with all levels of employees, customers, contractors and vendors.</li><li>Responsible for generating routine reports as needed for Internal and/or External Customers.</li><li>Support all Company initiatives as identified by management and in support of Quality Management Systems (QMS), Environmental Management Systems (EMS), and other regulatory requirements.</li><li>Performs other related duties and responsibilities, on occasion, as assigned.</li></ul><p></p><p><b>Required Education and Experience:</b></p><ul><li>High school diploma or other specialized training/equivalent related experience. </li><li>Minimum of one or more years of demonstrated experience in a customer service or closely related environment.</li><li>Demonstrated competence in English & French: spelling, grammar and punctuation, including the ability to successfully pass a reading comprehension preemployment examination. </li><li>Demonstrated organizational skills, attentiveness to detail, ability to work under general supervision and the ability to handle multiple projects simultaneously. </li><li>Demonstrated interpersonal skills, including the ability to listen, resolve problems, deal with unresolved issues, delays and unexpected events, while effectively communicating and maintaining rapport with sales representatives and customers.</li><li>Demonstrated keyboard and personal computer skills (experience with Microsoft Office including Excel, Word or equivalent applications required); SAP</li><li>Ability to work in a highly matrixed and geographically diverse business environment.</li><li>Ability to work within a team and as an individual contributor in a fastpaced, changing environment.</li><li>Multitasks, prioritizes and meets deadlines in timely manner.</li><li>Strong organizational and followup skills, as well as attention to detail.</li><li>Ability to maintain regular and predictable attendance.</li></ul><p></p><p>Abbott Canada is committed to the hiring, advancement and fair treatment of individuals without discrimination based on factors such as race, sex, colour, ethnic or national origin, religion, disability, age, citizenship, family or marital status, political beliefs, sexual preference or other factors included in human rights legislation.</p><p></p><p>Our diversity goals for recruitment, hiring, and retention are embedded in our corporate goals, and our diversity initiatives are supported by the highest level of the organization.</p><p>We strongly believe that a diverse workforce fosters more creative and innovative thinking throughout the organization. Creating an inclusive environment, where everyone is respected and valued, enables us to leverage our diversity as a business driver and strengthens our position as a global leader.</p><p></p><p>Abbott strives to promote and maintain an inclusive, highperforming culture that allows all employees to reach their full potential and contribute to Abbott’s success.</p><p></p><p><a href="https://www.jobs.abbott/i/us/en/jointalentcommunity" target="_blank">Join Our Talent Community</a> to learn about upcoming job opportunities or connect with us at <a href="https://www.ca.abbott/frca/homepage.html" target="_blank">Abbott Canada</a>, on <a href="https://www.linkedin.com/company/abbott/" target="_blank">LinkedIN</a>, on <a href="https://www.facebook.com/Abbott" target="_blank">Facebook</a> and on Twitter &#64;AbbottNews and &#64;Abbott Global.</p><p></p>