About Abbott

At Abbott, we're committed to helping people live their best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world -- in nutrition, diagnostics, medical devices and branded generic pharmaceuticals -- that create more possibilities for more people at all stages of life. Today, 114,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve.

Abbott in Ireland

Abbott has been operating in Ireland since 1946 and serves the Irish market with a diverse range of healthcare products including diagnostics, diabetes care, medical devices and nutritional products. In Ireland, Abbott currently employs about 6,000 people across ten sites located in Dublin, Donegal, Clonmel, Cootehill, Galway, Kilkenny, Longford and Sligo.

Abbott Galway

Abbott in Galway serves as the international hub for Abbott's Rapid Diagnostics business, which delivers annually more than 2 billion tests. As the global leader in point-of-care diagnostics, Abbott offers the broadest portfolio of best-in-class rapid tests, services, and handheld devices across all healthcare settings: the lab, the clinic, remote healthcare outposts, retail outlets, the patient's bedside and at home. Our industry-leading near patient tests and services are unmatched across key health and therapeutic areas, including: infectious disease, cardiometabolic & informatics, toxicology and consumer diagnostics.

One of the key functions in Galway is Global Business Services, which provides number of shared services activities across finance, purchasing, quality, technical and customer services for Europe, Middle East and Africa (EMEA). Various global and EMEA commercial and operational management teams across our infectious disease and cardiometabolic businesses are also based in Galway, overseeing the supply of millions of rapid tests from HIV to diabetes to COVID-19, to patients in many regions across the world.

Position Summary

The Customer Service Specialist role is the first point of contact to support various customers such as Hospital’s, GP’s, Pharmacies and Patients as well as our key distributors across Europe.

The Customer Service Specialist is responsible for a variety of tasks including order processing, problem solving, admin support for our commercial sales team and logistic support for both our internal and external customers.

Essential Duties and Responsibilities

• Process all orders received via CRM system. Orders are received primarily by email, with some also received via phone, fax or directly through our online system.
• Communicate proactively with internal and external customers regarding order status and other topics in a professional, positive, and courteous manner.
• Review and maintain customers open orders on a daily basis.
• Investigate and resolve order processing issues reported by customers and working cross-functionally with other departments to resolve customer queries.
• Resolve e-mail, fax and telephone inquiries and liaise directly with customers on a variety of issues such as pricing, inventory availability, terms, delivery, or general questions.
• Collaborate with other departments to ensure accuracy of data maintained on SAP
• Keeping customer account changes up to date and communicated to the commercial sales team.
• Keep up to date on products, inventory levels, special requirements and promotions, communicated from various departments to support the delivery of an excellent customer service. 
• Communicate regularly with your Team Lead of all changes, issues, and potential concerns with any customer accounts. Employees are empowered to share ideas and to drive and support continuous improvement.
• Work with our central warehouse and or supply chain team with regards to inventory, escalations, and customer inquiries. Complete all customer or staff requested reporting supporting internal and external data requests.
• Develop and maintain fruitful customer and internal colleague relationships.
• Responsible for complying with and executing applicable Quality Management System (QMS) processes, to support the delivery of an excellent customer experience.
• Carries out duties in compliance with established business policies and procedures.
• Demonstrates commitment to the development, implementation, and effectiveness of applicable Quality Processes as per ISO, FDA, and other regulatory agencies.
• Responsible for exhibiting professional behavior with both internal/external business associates that reflects positively on the company and is consistent with the company’s policies and practices.
• Responsibility to understand and maintain awareness of the quality consequences which may occur from the improper performance of their specific job.
• Perform other duties and projects as assigned.

Education / Experience / Skills

• Truly customer focused.

• Self-starter ready to take initiative.
• Professional attitude
• Interactive and engaging
• A multi-tasker with excellent time management skills
• Adaptable and Flexible
• Ability to deal with changing priorities.
• Eagerness and willingness to learn.
• Problem Solving
• Experience dealing with Ambiguity.
• Innate Creativity
• Drive for Results
• Excellent verbal and written communications
• Team player
• Proficient in MS Office programs such as Word, Excel, and Outlook and comfortable with IT systems
• Strong computer navigation and typing skills.
• Good attention to detail-oriented, a critical-thinker, experienced at investigating and resolving complex issues.
• Effectively collaborate with others
• Communicate professionally.
• Good email etiquette
• Work independently and as part of a team.
• Work effectively in a fast-paced environment with changing priorities.
• SAP or other ERP system experience a significant advantage.
• Previous customer service experience desired preferably in the healthcare industry but not essential.
• Fluency in Dutch required.  
• Position is based on site in Galway, Ireland.