Customer Service Specialist - German Bilingual

Start free →

Or apply yourself on the official page →

About the role

JOB DESCRIPTION: Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology. Our rapid diagnostics solutions are helping address some of the world’s greatest healthcare challenges. 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 will have access to: • Career development with an international company where you can grow the career you dream of. • 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 As the Customer Service Specialist (Bilingual) , you will be responsible for a variety of sales and customer support activities by providing product and service information, resolving inquiries and problems for internal and external customers. This position is responsible for adhering to all procedures and Service Level Agreements (SLAs) established by Abbott Rapid Diagnostics and supporting customers across multiple regions. What You’ll Do • Responsible for all facets of assigned account management including order fulfillment, open order management, service issues and resolution, while acting as the primary liaison between customers and other areas of the business. • Review and maintain open orders to quickly resolve delivery blocks, billing blocks, and incomplete order status. Provide accurate documentation of delays and order changes. • Utilize BI dashboards and weekly metrics to monitor backlog cycle times, document accuracy, and overall account health. • Review and submit inclusion requests to meet in-country regulatory requirements. • Review daily backlog and clear delivery, billing, and incomplete blocks while maintaining accurate dates and priorities. • Ensure customer satisfaction by answering incoming and outbound calls and emails in a professional, engaged, and customer-focused manner. • Review and respond to emails with professionalism, accurate information, and timely follow-up. Resolve customer issues regarding pricing, inventory availability, terms, and delivery. • Rapidly triage and resolve complex customer issues by identifying root causes and selecting effective solutions. • Properly document customer interactions, inquiries, complaints, comments, and actions taken. • Utilize available resources to resolve customer, product, or system issues and proactively identify potential concerns. • Understand and review Credits, Return Goods Authorizations (RGAs), and Debits, coordinating with appropriate teams for resolution. • Resolve complex, technical, or high-impact customer issues. • Escalate unresolved workflow and customer issues to Senior Specialists and Team Leads for timely resolution. • Partner with Customer Service Management to identify and document process improvements. • Work closely with Distribution Centers, Supply Chain, and Sales teams to manage customer expectations and ensure fulfillment requirements are met. • Create and verify specialized export documentation, including commercial invoices, packing lists, and Certificates of Origin (COO) to meet destination-country customs requirements. • Perform export compliance checks and work with Trade/Customs teams to resolve shipment holds and prevent delays. • Maintain knowledge of Abbott systems including SAP, Esker, Agile, Metro, and SharePoint to provide accurate information and follow business guidelines. • Execute applicable Quality System processes. • Supp

View the official posting →