Job Description

About Abbott

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.

Working at Abbott

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.
• Health plan, life insurance, tuition, stock purchase plan, Asociación Solidarista, cafeteria subsidy, free parking lot, among others.
• 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 diverse, working mothers, female executives, and scientists.

What You’ll Do

• Work closely with the distribution center to ensure priorities and exceptions are clearly understood. Escalate any cases to management as required
• Supports Manager in all revenue recognition transactions to ensure accuracy and compliance with SOX controls. Strict accuracy of data and timeliness of transactions are critical in controlling risk.
• Proactively communicates to his/her supervisor about open cases and/or escalations to ensure priorities and exceptions are clearly set and solutions are in place.
• Serves as a procedural expert to support the CSR's and customers. Acts as a knowledge source for team members to escalate problem solving and/or issues. Creates and makes proposals for change to management for consideration and adoption. Follow-up on open topics, may lead implementation.
• Provides technical leadership on transactional and/or technical questions and processes including areas related to ERP functionality and other systems and processes used by Customer Service teams. Provides timely feedback to Information Systems and Leadership on any systems issues.
• Provides direction and coaching to employees. May back up his/her supervisor on occasion.
• Handles complex issues and escalations to management. Uses experience and strong customer service skills to defuse and resolve customer issues. Sets the standard with staff for building customer relations and providing outstanding service
• 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.
• Monitors workload, volumes, and prioritizes within order source queues. Processes customer orders submitted via multiple channels, including phone, fax, and email as necessary
• Responsible to ensure revenue orders are released and invoiced timely to achieve stablished division revenue goals
• May participates in hiring process by participating in interviews, candidate selection and new hire onboarding process.
• Ensures that all customer service employees are trained and documentation meets the division quality standards. Identifies general team and specific individual needs for training and education to support both team goals and individual employee development. Ensure documentation meets the division quality standards
• 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.
• Addresses employee performance issues in a timely manner; prepares and presents performance evaluations to all staff members.
• May be assigned to lead and execute projects within 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.

Shift: Admin (Monday – Friday from 8:00 am to 5:00 pm)

On-Site position

Required Qualifications

• Bachelor´s degree
• Having successfully covered at least 50% of the curriculum at the university with at least 5 years of working experience
• +5 years of experience in a customer service position.
• +3 years of supervisory experience.
• SAP experience
• Microsoft office experience
• Demonstrated ability to train and mentor others required.
• Demonstrated ability to leverage and/or engage others to accomplish projects.
• Ability to travel up to 30%, including internationally.
• Regularly scheduled overtime is a requirement of this position.
• Advanced commands of English / C1

Preferred Qualifications

• Experience in Customer Service within the Medical Device Industry required (desired).
• Experience working in a broader enterprise/cross-division business unit model preferred.

Apply Now

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:

CRM Cardiac Rhythm Management

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:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)