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Customer Experience Specialist

2 months ago

East Brisbane, Queensland, Australia Abbott Full time
Job Summary

An exciting opportunity has arisen for a Customer Service Representative to support our established and high performing Rapid Diagnostics division.

Key Responsibilities
  • Process customer orders in QAD for domestic and international customers.
  • Proactively keep customers informed about order status, backorders, unexpected delays, part shipments, and product issues.
  • Promptly respond to product enquiries, quotes, product returns, and complaints.
  • Handle inbound phone calls using softphone application.
  • Analyse and resolve escalated customer issues.
  • Process credits.
  • Liaise with logistics companies including third-party warehouses, domestic couriers, and freight forwarders.
  • Use customer EDI portals as required.
  • Maintain customer standing orders.
  • Assist commercial team with stock, customer order enquiries, and customer database.
  • Identify and implement improvements in customer service processes.
  • Follow all SOPs, work instructions, and forms for the role.
  • Knowledge of and adherence to Human Resources Policies & Procedures.
Qualifications and Experience
  • Experience in Order Processing.
  • Experience in a Customer Service/Customer-facing Role.
  • Experience with export orders & documentation and familiarity with healthcare terminology and products is desirable.
What We Offer
  • Discounted Shares program.
  • Wellness Programs.
  • Professional and Personal development opportunities.
  • Being part of an organisation reputed to be a World's Top Employer recognised for our workplace culture that values healthy living, diversity, and equal opportunity.

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 113,000 colleagues serve people in more than 160 countries.

Abbott is committed to building a diverse workforce that values diversity across gender, age, culture, disability, and lifestyle.

In order to be eligible to work for Abbott in Australia or New Zealand, you must hold current working rights with no restrictions, for the respective country applicable.

We ask that recruiters respect our internal recruitment process and PSA panel, and refrain from contacting us, or referring candidates to this role.