About Abbott
Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries.
Abbott Galway serves as the international hub for Abbott's Rapid Diagnostics business, which delivers annually more than 2 billion tests. As the global leader in point-of-care diagnostics, Abbott offers the broadest portfolio of best-in-class rapid tests, services, and handheld devices across all healthcare settings: the lab, the clinic, remote healthcare outposts, retail outlets, the patient's bedside and at home. Our industry-leading near patient tests and services are unmatched across key health and therapeutic areas, including infectious disease, cardiometabolic & informatics, toxicology and consumer diagnostics.
One of the key functions in Galway is Global Business Services, which provides number of shared services activities across finance, purchasing, quality, technical and customer services for Europe, Middle East and Africa (EMEA). Various global and EMEA commercial and operational management teams across our infectious disease and cardiometabolic businesses are also based in Galway, overseeing the supply of millions of rapid tests from HIV to diabetes to COVID-19, to patients in many regions across the world.
Main Purpose of the Role
The International Customer Service Specialist role is responsible for arranging domestic and international shipments, allocating stock to orders, preparing commercial invoices, order confirmations and confirming order approval, while ensuring a smooth transaction for customers.
Key Responsibilities:
* Arrange international shipments as per Incoterms, prepare and confirm order approval, and ensure a smooth transaction for customers.
* Coordinate shipments to and from factories, suppliers, sites, ports, and international locations.
* Process complaints and prepare documentation related to shipments and exportation, ensuring export regulatory compliance.
* Maintain awareness of compliance and regulatory guidelines in customer setup and support.
* Manage and respond to customer requests for quotations, process orders to committed customer timelines, and communicate proactively with internal and external customers regarding order status and other topics in a professional, positive, and courteous manner.
* Work with others to ensure accurate customer information is maintained in SAP, and keep up-to-date on products and promotions necessary to provide customers with impeccable customer service.
* Review and maintain customers' open orders daily, keeping CS and sales manager informed of all changes, issues, and potential concerns of all customer accounts.
* Work with warehouse or supply chain personnel as needed to ensure customer requirements are met, complete all customer or staff-requested reporting, and execute applicable Quality Management System (QMS) processes, monitoring the success of service provided, and delivering an excellent customer experience.
* Create process documents in line with our Quality Management System, adhere to the process defined in QMS, and perform other duties assigned by the manager.
Education and Experience:
* A minimum of 3 years' experience in shipping, domestic and export traffic terms, documentation, and procedures, or a proven track record.
* A thorough understanding of Customs regulations is advantageous.
* A thorough understanding of Export controls is advantageous.
* Knowledge and understanding of compliance and regulatory guidelines for setting up export customers is advantageous.
* Experience handling tasks where attention to detail is critical to success.
* Proficiency with Excel and ERP Systems (preferably SAP) is advantageous.
* Experience in auditing documents and project requirements is advantageous.
* Knowledge and comprehension of basic contract terms and conditions is advantageous.
* Previous customer service experience in the healthcare industry is preferred but not essential.
Desirable skills include being a self-starter, professional, articulate, verbally presentable, interactive, engaging, having good time management, dealing with ambiguity, a can-do attitude, and a proven track record in multitasking. Excellent problem-solving and customer service skills, strong organisational and strategic planning skills, good communication and administrative skills, and the ability to work on own initiative with good interpersonal skills are also required.
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