CUSTOMER SERVICES CO-ORDINATOR for Abbott | Onsite JHB
ABOUT ABBOTT
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.
WORKING AT ABBOTT
- 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
This position works out of our Johannesburg location in the Abbott Core Diagnostics Division. We’re empowering smarter medical and economic decision making to help transform the way people manage their health at all stages of life. Every day, more than 10 million tests are run on Abbott’s diagnostics instruments, providing lab results for millions of people. Our diagnostic solutions are used in hospitals, laboratories and clinics around the globe. The crucial information derived from our tests, instruments and informatics systems are often the first step in patient care decision making for hundreds of health conditions from heart attacks to blood disorders to infectious diseases and cancers.
The role of the Customer Service Coordinator will be instrumental in supporting and assisting the Supply Chain department in the following duties:
WHAT YOU’LL DO:
DATA CAPTURING
- Ensure that all orders are captured onto data sheet (orders tracker)
ORDER HANDLING & DISTRIBUTION
- Receives orders via Internet, fax or mail, and distribute amongst the team to ensure captured within the order cut off SLA.
- First response handling (to ensure instruction has been actioned)
- To ensure all stages of the order process are captured accurately with reference to system data and times processed by order entry team on the data sheet adding necessary information. (If required).
- Enters the order, taking into consideration any special-order types or FOC codes. Specific customer requests. (If required).
- Follows up on Back Order Report daily with communication to customers using a template.
- Ensure contact details present for automatic order conformation.
QUERIES HANDLING (COMPLAINTS)
- Receives customer complaints specific to order responsibility.
- Clear Back Order report received from customers.
ADMINISTRATIVE TASKS
- Ensuring each order has relevant correspondence attached.
CALL HANDLING.
- Records all incoming calls from customers on the customer care line, ensuring follow-up with customer within 24 hours.
- Distributing workload within the team
AD-HOC DEPARTMENT REQUESTS
- Completion of tasks assigned of a general nature to assist the division achieving department goals including entering an order using ADOC system, taking into consideration any special-order types or FOC codes. Specific customer requests. (If required).
CUSTOMER FOCUS
- Making customer needs the primary focus of one’s actions.
- Actively seeks information to understand customers’ circumstances, problems, expectations, and needs.
- Shares information with customers to build their understanding of issues and capabilities.
- Builds rapport and co-operative relationships with customers.
- Considers how actions or plans will affect customers; responds quickly to meet customer needs and resolve problems; avoids over commitments.
REQUIRED QUALIFICATIONS
- Grade 12 Certificate.
- Tertiary qualification, preferably in Supply Chain, Logistics or related.
- 2-4 years working with Excel & MS Outlook
- Order entry and work distribution experience.
- Telephone skills required.
