Senior Customer Service Specialist
Abbott · Japan - Tokyo ·
- Seniority
- Senior
- Category
- Support
- Experience
- 1+ years
JOB DESCRIPTION:
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.
Our medical devices help more than 10,000 people have healthier hearts, improve quality of life for thousands of people living with chronic pain and movement disorders, and liberate more than 500,000 people with diabetes from routine fingersticks.
Reporting to Customer Service Manager, this individual will support daily activities relating to order receivimg – order entry, invoicing , customer feedback, and working closely with other functions to address and resolves issues.
Also, monitor outsource team performance and support training if required.
In addition, as part of order entry automation, will play important role of EDI expansion and analysis.
Major Responsibilities
General:
Customer Service
- Own order process, collaborate with outsourcing team, and carry out stable order processing.
- Coordinate with other departments and manage product control, shipping restrictions, backorder support, etc. related to order processing.
- Accepting inquiries regarding orders from customers (Dealers)
- Examining the efficiency of the order process for Capital products
- Work closing with sales and marketing teams, regulatory, global planning, and local supply chain team striving to provide and accurate demand signal
- Proposal and implementation of order processing efficiency improvements in collaboration with other departments
- Support for smooth operation of product phase-out and phase-in
- Drive action on the short UBD, inactive Inventory, phase-in/phase-out, communicating with business partners to minimize the negative cost impact
- Resolve customer’s complaints to customer satisfaction and proactively seek to identify root cause to prevent reoccurrence.
SAP Master and System control
- Maintain Master of supply chain related SAP
- Organizing SAP system requirements(ITDR), making requests, and conducting tests.
- Determine and maintain EDI parameters in EDI order convert system.
Compliance with audit rules
- Complying with Abbott Policies
- Follow compliance and Medical Device requirements (Regulatory Affair)
- Providing materials and explaining work content during Sox audits and other audits(Including Abbott policy）
Reporting
- Utilize reporting tools (BO, BW, Power BI, Data Mart and SAP)
Continuous Improvement
- Initiate continuous improvement for driving improvement of work quality, efficiency and accuracy in customer serivce
- Provide trainings to team members to enhance quality of work
Minimum Requirements
- Bachelor’s degree or equivalent
- 1-5 years of working experience in similar roles
- Business level English /Japanese communication skills required. (e.g. TOEIC 700+)
Preferred Requirement
- Proficient or experienced user in the following IT environments: SAP CRM, ECC and GTS, Business Objects, Business Warehouse ,MS Excel & Access.
- Additional system knowledge welcome/ e.g. VBA macros, power BI
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 , on Facebook at and on Twitter @AbbottNews and @AbbottGlobal.
The base pay for this position is
N/AIn specific locations, the pay range may vary from the range posted.