German Customer Support Administrator x2

Job description

JOB DESCRIPTION:

Abbott in Ireland

In Ireland, Abbott employs almost 3,000 people across 11 sites. Abbott has six manufacturing facilities located in Clonmel, Cootehill, Donegal, Longford and Sligo and a third party manufacturing management operation in Sligo. It has commercial and support operations in Dublin and shared services in Dublin and Westport. Abbott serves the Irish market with a diverse range of health care products including diagnostics, medical devices, nutritionals and branded generic pharmaceuticals. Abbott has been operating in Ireland since 1946. 

Abbott Medical Optics (AMO)

Abbott Medical Optics (AMO) is focused on providing the full range of advanced refractive technologies and support to help eye care professionals deliver optimal vision and lifestyle experiences to patients of all ages.  At AMO we deliver our technologies through three complementary product lines, each providing specific solutions to address patients’ needs at certain stages of life.

We currently have multiple vacancies for German Customer Support Administrators (both permanent and temporary)  which will involve the following

Primary Function

Provide customer support, including order processing, query handling, sales support and communication with internal & external customers. We are looking for a professional and friendly person who will enjoy a multi-cultural and quality driven work environment

Key Responsibilities

1 Order administration

·  Ensuring all orders received via telephone, fax, post, email & EDI are processed accurately and promptly upon receipt
·  Ensure daily, weekly and monthly reporting is carried out as per business requirements. 
·  Provide basic product information to customers
·  Complete diverse administrative tasks according to customer/market requirement
·  Ensure that all customer queries - order queries, stock situation, deliveries, and invoices - are resolved satisfactorily
·  Monitor the invoicing process
·  Process returns from the customer in accordance with company policy

2 Customer  Loyalty 

·  Manage a portfolio of top revenue generating customers in order to increase customer loyalty
·  All queries handled according to specific quality guidelines
·  Work closely with internal/external customers to build and maintain customer loyalty
·  Tailor solutions to customer needs
·  Take full ownership of all customer issues/complaints till resolution, including corrective and preventive actions
·  Identify teaching opportunities
·  Escalate all product complaints (technical and medical) to the Quality dept in the local market.

3 Cross-functional Collaboration

Liaise with key departments such as Sales, Warehouse, Accounts Receivable, Data Base Administration and Field Service to co-ordinate daily activities

4 Compliance

·  Enforcement of new and existing Abbott policies to both internal and external customers.    
·  Adhere to and maintain Standard Operating Procedures.
·  Participate in internal and external Quality audits
·  Keep up-to-date with process and product changes via our online Learning Management System, in-class training and external courses.

5 Involvement in special projects

Education & Experience

·  You will have successful completed your leaving certificate or a suitable alternative with a minimum of 1 years of experience in a Customer related environment. 
·  A third level qualification would be desirable. 
·  Fluency in German (native level) is essential and also strong level of English. Fluency in Dutch is an asset.
·  Computer knowledge: Windows application Word/Excel to Intermediate level, including basic keyboarding skills (+ 35 wpm)
·  Additional systems skills preferable: Outlook, Quality Management
·  System knowledge an advantage
·  SAP knowledge is an advantage.

Key Skills

·  Good Organizational skills.
·  Excellent interpersonal and problem solving skills.
·  Excellent telephone manner and professional writing skills
·  Team player.
·  Excellent customer focus.
·  Numerical skills.
·  Ability to multi- task

Visit Abbott at  www.abbott.ie  or  www.abbott.com  and connect with us on Twitter at @AbbottNews.

JOB FAMILY:

Administrative-Administrative Staff

DIVISION:

LOCATION:

Ireland > Dublin : Block B

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

Not specified

MEDICAL SURVEILLANCE:

Not Applicable

SIGNIFICANT WORK ACTIVITIES:

Not Applicable