Senior Customer Support Specialist

Abbott • Princeton, NJ

2d • $50,700 - $101,300 • Onsite

About The Position

We have an opportunity for the role of Senior Customer Service Representative within our APOC division based out of Princeton, NJ and this is an onsite role. Abbott Point of Care (APOC) is a global leader in providing near-patient testing solutions that deliver reliable diagnostic information at the point of care. Our innovative technologies help healthcare professionals make timely clinical decisions that improve patient care across hospitals, physician offices, clinics, and other healthcare settings. As the Senior Customer Service Representative, you’ll have the chance to serve as a key point of contact for customers by resolving complex inquiries, managing order-related activities, and supporting exceptional service delivery. You'll partner across teams to help ensure timely issue resolution and a seamless customer experience.

Requirements

• High School Diploma or GED.
• Minimum 1 year of customer service experience supporting customers through phone, email, or related service channels.
• Experience handling customer inquiries, order processing, or issue resolution in a professional environment.
• Ability to work independently while managing multiple customer requests and priorities.

Nice To Haves

• Experience supporting customers in healthcare, diagnostics, medical device, laboratory, or other regulated industries.
• Experience managing complex customer inquiries and escalations.
• Familiarity with CRM, customer support, or order management systems.
• Experience collaborating with sales, technical support, or other cross-functional teams.
• Knowledge of order entry, account maintenance, and exception management processes.

Responsibilities

• Respond to customer inquiries regarding products, services, promotions, and account-related requests through phone and email channels.
• Resolve complex customer issues that require analysis, judgment, and adaptation of established procedures.
• Enter, validate, and manage customer orders while ensuring accuracy and timely processing.
• Investigate and resolve order exceptions, shipment concerns, and customer service issues.
• Partner with sales and technical support teams to address customer needs and communicate important updates.
• Handle non-routine customer interactions requiring customized solutions and appropriate escalation management.
• Maintain accurate documentation of customer interactions, transactions, and issue resolutions within business systems.
• Identify recurring customer concerns and support continuous improvement efforts to enhance the customer experience.

Benefits

• 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 a 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.

What This Job Offers

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