Customer Service Specialist (Korean Bilingual)

Job description

JOB DESCRIPTION:

Point-of-care diagnostics is a growing and dynamic industry helping to improve clinical and economic outcomes globally. Abbott brings a variety of expert viewpoints on new innovations, insights, and impacts that are shaping the future of diagnostics around the world.

Global Business Services (GBS) is a transactional excellence group within the Abbott Rapid Diagnostics Division. GBS has a global accountability to deliver an exceptional customer experience and create business value through compliance, standardization and data analytics. The GBS group fosters a collaborative, team focused and winning environment where employees are accountable and encouraged to develop themselves.

The Customer Service Specialist is responsible for a variety of sales and customer support activities – including; accepting and processing Customer orders, arranging domestic and international shipments, preparing commercial invoices, handling customs clearance, monitoring inventory levels at warehouses and operating in a compliant and process driven way.

Duties and Responsibilities

·  Responsible for all areas of Customer order fulfillment, including order processing, open order management, order reporting, service issues and resolution
·  Manage and process all inquiries and orders from all receipt methods
·  Work with Quality, Master Data, Warehousing/Supply Chain and Finance personnel as needed to ensure specific customer requirements are met
·  Manage the organization of Domestic and International shipments as per Inco terms
·  Prepare and send relevant shipping documentation that meets appropriate export regulatory compliance
·  Coordinate shipments to and from factory, supplier, site, port and international locations
·  Coordinate and communicate with respective brokers to ensure shipments for Private Label products (made to order) in order to reach the final destination
·  Maintain ongoing relationship with commercial teams; flag order and customer issues, understand upcoming orders, changes in customer requirement and collaborate on shipping priorities at month and quarter end
·  Review and maintain customer’s open orders on a daily basis, in order to progress orders daily and to resolve any blocks (Delivery blocks, Billing blocks etc)
·  Adherence and awareness of compliance and regulatory guidelines in customer set up and support
·  Resolve e-mail, fax and phone issues with customers regarding pricing, inventory availability, terms, delivery, etc.
·  Investigate and process Credits & Return Goods Authorizations and Debits
·  Communicate proactively with internal and external customers regarding order status
·  Route customer contact inquiries to appropriate resources
·  Work cross-functionally to ensure that accurate information is maintained in SAP
·  Keep up-to-date on products, inventory levels, productions on allocation, promotions, etc. that are necessary to provide customers with impeccable customer service
·  Cross functional collaboration to ensure that all relevant stakeholders are informed of all changes, issues and potential concerns of all customer accounts
·  Complete all SAP transactions and Order status updates in a structured, accurate and compliant way in order to ensure accurate and consistent reporting that can be cascaded across the wider organization.
·  Investigate and resolve service issues reported by customers or as requested by Abbott
·  Responsible for executing applicable Quality Management System (QMS) processes, monitoring the success of service provided, and delivering an excellent customer experience.
·  Creating process documents in line with our Quality Management System
·  Other duties as assigned

Key Position Competencies

·  Functional Technical skills
·  Self-Starter – ability to work on their own initiative
·  Problem Solving skills
·  Drive for Results
·  Confident, can-do attitude.
·  Dealing with ambiguity
·  Dealing with complex tasks – where issues can have consequences across multiple departments.
·  Proven record of multi-tasking
·  Time Management
·  Written Communications
·  Customer Focus

Minimum Qualifications

·  Previous customer service experience required (in the healthcare industry preferred but not essential)
·  Must be proficient in MS Office including Excel, Word and Outlook
·  Proficiency in an ERP System (preferably SAP)
·  Experience handling tasks where attention to detail is critical to success
·  Experience of shipping, domestic and export traffic terms, documentation and procedures.
·  Thorough understanding of Customs regulations and Export controls
·  Knowledge and understanding of compliance and regulatory guidelines for setting up export customers
·  Experience auditing documents and project requirements.
·  Knowledge and comprehension of basic contract terms and conditions
·  Must be able to communicate professionally, verbally and in writing
·  Must be able to work independently and on a team
·  Must be able to react to situations with a strong sense of urgency
·  Must be willing to work night shift

Education & Experience

·  Must possess at least College/Bachelor's Degree
·  Minimum two years of working experience in the related field required
·  Knowledge of SAP or ERP applications required
·  Proficiency in the Korean Language

     

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:

ARDx Abbott Rapid 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)