Customer Service Associate II

Abbott • Saint Paul, MN

22h • Onsite

About The Position

This position works out of our St. Paul, New Brighton Location in the Structural Heart division. The Structural Heart Business Mission is to restore health and improve quality of life by designing and providing device and management solutions for treating structural heart disease. The shift for this role is 10am to 6:30pm Monday – Friday.

Requirements

• High school diploma or other specialized training/equivalent related experience.
• Minimum of two or more years of demonstrated experience in a customer service or closely related environment.

Responsibilities

• Receives and processes customer rental and 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.
• Maintains customer contact until shipment is received at point of destination.
• Follows up and resolves order discrepancies, credit holds, training requirements 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.
• Provides and communicates inventory status updates and support.
• Researches and prepares billing correction requests to ensure proper billing and corrects commission payments on all devices.
• Provides accurate entry and field support for clinical procedure calendar when required.
• Keeps current on all products offered by company.
• Monitors, understands, and implements changes in regulatory requirements or CS processes.
• 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.
• Receives and responds to customer product complaints, determines validity of warranty period, processes credits, works with internal personnel to schedule installs, ship replacements or loaned equipment to address immediate customer needs.
• Performs consignment inventory initial set-up, audits and troubleshoots discrepancies through to resolution with external customers.
• May generate reports on inventory and consignment products for field or management distribution.
• Maintains Accounts and Contacts in ERP and CRM Databases including maintenance and updates.
• Consults and strategizes with management regarding identifying key hospital personnel regarding future product opportunities and customer needs.

Benefits

• Free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• Excellent retirement savings plan with a high employer contribution.
• Tuition reimbursement.
• The Freedom 2 Save student debt program.
• FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED