Customer Service Representative II

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and your 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.
• Free medical coverage for employees* via the Health Investment Plan (HIP) PPO
• 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.
• A company recognized as a great place to work in dozens of countries worldwide and named one of the most admired companies by Fortune.
• A company that is recognized as one of the best big companies to work for and a best place to work for diverse, working mothers, female executives, and scientists.

The Opportunity

Abbott Rapid Diagnostics is part of Abbott’s Diagnostics family of businesses, bringing together exceptional teams of experts and industry-leading technologies to support diagnostic testing which provides important information for the treatment and management of diseases and other conditions.

The position of Customer Service Representative II is within our toxicology division in Santa Rosa, CA.

The Customer Service Team is responsible for executing and coordinating tasks within their assigned team including operational processes and collaboration with other departments to ensure a high level of customer satisfaction and revenue growth.

Primary duties include work order request management (including scheduling), efficient and accurate transaction management, database maintenance, compliance, transaction documentation, sales correspondence as well as special projects as assigned. Responsible for staying abreast of TOX2, GP, Salesforce, product, compliance, and RTL policy updates/developments as they relate to assigned tasks and providing advice and consultation to departments and/or individuals regarding updates as they relate to transactions.

What You’ll Work On

Work Order Request:

The Customer Service Team will receive and manage all requests for their assigned team from RTL departments through the Work Order Request System (Queues).  Customer Service Team will ensure all requests are supported by appropriate format approvals and documentation.

• Lab supply orders
• Bio orders.
• Fed Ex Scheduling.
• Credits & returns.
• Contract ID’s.
• B PO's.
• Business rules.
• Tox Access turn-ons/updates.
• Label updates.
• Panel updates.
• Provide backup coverage for other team members.

Transaction:

• Confirm inventory availability.
• Process supply and bio orders.
• Perform due diligence to ensure data provided by the Sales Group at submission is accurate and the agency and request meet RTL specifications under SOPs.
• Deliver timely, accurate, and actionable information.

Client support:

• Order verification.
• Invoicing/pricing issues.
• HIPAA compliance and PHI safeguards under SOPs.

Contract Account Maintenance

• Update all agencies using the contract with contract pricing and terms.
• Ensure all agencies are eligible for the contract.

Required Qualifications

• High school diploma or GED.

Preferred Qualification

• 3-5 years of work experience is preferred (however, an equivalent combination of education and experience sufficient to perform job duties may be considered).
• High-volume transaction processing.  
• Experience in a sales organization is preferred.
• Project management experience preferred.

* Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives:  www.abbottbenefits.com

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott, and on Twitter @AbbottNews.

The base pay for this position is $21.55 – $43.15 per hour. In specific locations, the pay range may vary from the range posted.

• customer service
• transaction management
• database maintenance
• order verification
• transaction processing
• invoicing
• salesforce
• due diligence
• project management