Customer Service Specialist

     

JOB DESCRIPTION:

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.

Our rapid diagnostics solutions are helping address some of the world’s greatest healthcare challenges.

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.
• 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 diversity, working mothers, female executives, and scientists.

The Opportunity

As the Customer Service Specialist, you will lead day-to-day international customer service operations for affiliates and distributors, owning the order-to-cash flow from order entry through order shipment. You will manage shipments and trade documentation and act as the primary liaison among customers, Affiliates, Sales, Quality, Master Data, Warehousing/Supply Chain and Finance. You will follow standardized processes to reduce risk and deliver measurable improvements to service, compliance, and cost.

What You’ll Do

• Manage order-to-cash activities including order entry, open order management, order allocation through shipment, and status updates in SAP per SOPs.
• Review and submit inclusion requests to meet in-country regulatory requirements.
• Review daily backlog and clear delivery, billing, and incomplete blocks while maintaining accurate dates and priorities.
• Adhere to compliance and regulatory guidelines in customer setup and ongoing support.
• Resolve customer issues regarding pricing, inventory availability, terms, and delivery.
• Investigate, coordinate, and process Return Goods Authorizations (RGAs), credits, and debits, documenting root cause and corrective actions.
• Route customer inquiries to appropriate resources and track them to closure.
• Maintain accurate data in SAP and complete transactions and status updates in a structured, accurate, and compliant manner.
• Stay current on products, inventory levels, and allocations to provide accurate information to customers and stakeholders.
• Keep management informed of material changes, issues, and risks across customer accounts and escalate as needed.
• Maintain and update customer profile sheets and special requirements.
• Act as the primary liaison among customers, international affiliates, Sales, and GBS to resolve issues and improve customer experience.
• Partner with Quality, Master Data, Warehousing/Supply Chain, and Finance to meet customer requirements and shipping priorities.
• Prepare required shipment documentation to meet destination-country customs requirements.
• Coordinate shipments from legal manufacturers, suppliers, warehouses, and international locations and monitor progress through delivery.
• Build ongoing relationships with commercial teams to anticipate order changes and align shipping priorities.
• Create and verify commercial invoices and document packs per destination requirements.
• Perform export compliance checks and collaborate with Trade/Customs teams to prevent shipment errors.
• Audit documentation accuracy and drive corrective and preventive actions with vendors and warehouses.
• Coordinate shipment bookings with approved carriers and monitor on-time pickup, delivery, and proof of delivery.
• Provide proactive updates on at-risk orders and shipment holds.
• Use dashboards to monitor backlog, cycle time, and document accuracy metrics.
• Partner with Master Data teams to resolve data quality issues that create order blocks.
• Execute Quality System processes and maintain auditable records.
• Comply with regulatory, trade, and company policies in customer setup, documentation, and shipment execution.
• Maintain accurate SAP transactions to support reporting and financial controls.

Requirements

• Bachelor’s degree required.
• 3 to 7 years of experience in customer service, order management, logistics, or export/trade documentation; healthcare industry experience preferred.
• Proficiency in SAP or equivalent ERP systems.
• Strong working knowledge of Microsoft Excel, Word, and Outlook, with exposure to BI tools.
• Strong operational judgment, problem-solving, time management, written and verbal communication, and customer service skills.
• Willingness to support APAC, Europe, and U.S. coverage windows, including weekend shifts when required.

Location:

This position is based in the Philippines.

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:

RMDx Rapid and Molecular 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)