Senior Customer Service Specialist

Abbott • Temecula, CA

9d • Onsite

About The Position

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 115,000 colleagues serve people in more than 160 countries.

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’ll also have access to:

Career development with an international company where you can grow the career you dream of.
Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
An excellent retirement savings plan with high employer contribution
Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
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 This position is responsible for providing consistent and responsive superior service to customers by logging, tracking and following up on customer feedback and complaints. Additionally, the Customer Service Representative will track all equipment service needs to include scheduling routine preventative maintenance. The CSR is required to capture all details of customer interactions and enter information into the Company's systems, as appropriate.

What You’ll Work On

Issue complaints and record them in Arena and Salesforce.
Review Call Center Daily Log for complaints.
Follow up on complaint resolutions and enter them into Salesforce.
Create Solutions in Salesforce.
Provide customer with information regarding the closure of Complaints.
Issue and RMA numbers and update the log.
Follow up to close RMAs once product is received.
Load the daily Call Log into Salesforce.
Record into Salesforce all customer communications including updates to hardware and software, customer feedback and service calls.
Develop work procedures for Salesforce with regards to updating Salesforce for system installs and field hardware and software upgrades.
Assist with developing work procedures for tracking and closing complaints in Salesforce.
Demonstrates a primary commitment to patient safety and product quality by maintaining compliance with the Company’s Quality Policy and all other documented quality processes and procedures.
Other activities as required to support the Company in meeting its operational, strategic and financial goals.

Requirements

• High School Diploma / GED or an equivalent combination of education and work experience
• Bachelors Degree (± 16 years) In a business related field preferred
• Minimum 2 years Customer service desired.
• Excellent oral and written communication skills with a demonstrated ability to interact effectively with individuals at all levels in the organization required.
• Telephone sales ability a plus.
• Working knowledge of MS Word and Excel.
• Strong organizational, analytical and problem solving skills required.
• The ability to accurately handle complex processes and multi-task in a fast paced environment.
• Knowledge of medical manufacturing and/or distribution preferred.

Nice To Haves

• Telephone sales ability a plus.
• Knowledge of medical manufacturing and/or distribution preferred.

Responsibilities

• Issue complaints and record them in Arena and Salesforce.
• Review Call Center Daily Log for complaints.
• Follow up on complaint resolutions and enter them into Salesforce.
• Create Solutions in Salesforce.
• Provide customer with information regarding the closure of Complaints.
• Issue and RMA numbers and update the log.
• Follow up to close RMAs once product is received.
• Load the daily Call Log into Salesforce.
• Record into Salesforce all customer communications including updates to hardware and software, customer feedback and service calls.
• Develop work procedures for Salesforce with regards to updating Salesforce for system installs and field hardware and software upgrades.
• Assist with developing work procedures for tracking and closing complaints in Salesforce.
• Demonstrates a primary commitment to patient safety and product quality by maintaining compliance with the Company’s Quality Policy and all other documented quality processes and procedures.
• Other activities as required to support the Company in meeting its operational, strategic and financial goals.

Benefits

• Free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• An excellent retirement savings plan with high employer contribution
• Tuition reimbursement
• The Freedom 2 Save student debt program
• FreeU education benefit

What This Job Offers

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