Customer Service Representative

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.

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.
• Benefits that support you and your family to stay healthy, financially secure, and supported throughout life's journey, including comprehensive medical insurance coverage, wellbeing support, and competitive rewards that recognize your contributions.
• 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.

The Opportunity

As the Customer Service Representative, you will play a critical role in ensuring a seamless customer experience by managing orders, responding to enquiries, coordinating with internal teams, and maintaining accurate customer information.

Reporting to the Customer Service Manager, this is an excellent opportunity for an individual who thrives in a fast-paced environment, enjoys problem-solving, and is passionate about delivering outstanding customer service.

What You’ll Do

• Process customer orders accurately and efficiently through SAP for both domestic and international customers.
• Maintain the accuracy and integrity of customer, order, and transaction data.
• Provide proactive communication to customers regarding order status, stock availability, backorders, delays, and product issues.
• Respond promptly to customer enquiries, quotations, returns, complaints, and other service requests.
• Manage inbound customer calls through the Five9 phone system.
• Escalate complex issues to relevant internal stakeholders and monitor progress through to resolution.
• Process customer credits and debits.
• Liaise with third-party logistics providers, warehouses, couriers, and freight forwarders to support order fulfilment.
• Manage customer EDI portals and maintain standing orders as required.
• Support Commercial and Supply Chain teams by providing information relating to customer orders, inventory levels, and delivery timelines.
• Assist with inventory control and planning activities as required.
• Identify opportunities to improve customer service processes and operational efficiency.
• Ensure compliance with all SOPs, work instructions, policies, and departmental KPIs.
• Build and maintain strong relationships with customers and internal stakeholders.
• Provide exceptional service and support to both internal and external customers.

Requirements

• Experience in customer service, order management, or customer-facing administrative roles.
• Previous experience processing customer orders within an ERP system, preferably SAP.
• Proven ability to manage multiple priorities and deadlines in a fast-paced environment.
• Strong written and verbal communication skills.
• High attention to detail and accuracy.
• A proactive and solutions-focused mindset.

Location

This position is based in Macquarie Park, Sydney.

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 and @AbbottGlobal.

The base pay for this position is

In specific locations, the pay range may vary from the range posted.

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