Specialist Customer Service - Columbus, OH - Abbott Laboratories : Job Details

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.

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'll also have access to:

• Career development with an international company where you can grow the career you dream of .
• An excellent retirement savings plan with high employer contribution
• Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor's degree.
• 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 Columbus, OH location in the Nutrition Division. Our nutrition business develops science-based nutrition products for people of all ages, from helping babies and children grow, to keeping adult bodies strong and active. Millions of people around the world count on our leading brands – including Similac®, PediaSure®, Pedialyte®, Ensure®, Protality® and Glucerna®– to help get the nutrients they need to live their healthiest life.

The Strategic Account Specialist is an individual contributor role in Customer Service Operations. These individuals have mastered the account management function for the largest revenue and most complex nutrition customers. They often communicate and work directly with multiple layers within the account which may include but are not limited to product updates, pricing updates, and transportation/network changes. They collaborate with Supply Chain Managers and National Account Managers to manage all aspects of customer service including identifying, resolving, and managing account inefficiencies and expectations. The position is extremely visible and high profile due to the strategic nature of the account base and level of interaction with internal senior management.

What You'll Work On

• Manage customer orders and appropriate queues to meet customer delivery expectations and Purchase Order Fill Rate compliance to avoid significant fines.
• Process manual pricing adjustments and price bracket overrides in accordance with Customer Service Operating Procedures & Guidelines.
• Independently determine and develop approach to problem solving as it pertains to order management.
• Collaborate with Supply Chain Managers, National Account Managers, customer, and Pricing/Contract Operations departments to resolve pricing, weight discrepancies and various account inefficiencies and opportunities.
• Maintain scorecard performance and drive Abbott Nutrition Supply Chain initiatives to improve customer satisfaction and compliance.
• Proactively collaborate with Deployment to ensure adequate Distribution Center inventory availability for promotional shipments, new item introductions and other general products
• Collaborate with Supply Chain Transportation Logistics 3PL Distribution Centers to ensure customer expectations are met.
• Monitor delivery and product availability issues that may result in compliance fines and/or customer scorecard performance. Collaborate with Transportation and Deployment to address performance issues and develop corrective action plans.
• Strategize with internal departments to establish efficient order behaviors in relation to complete delivery, effective ordering patterns, and assist in the improvement of the perfect order.
• Exhibits understanding of concepts, principles and processes associated with Supply Chain to support margin improvement and sales growth projects.
• Collaborate with brand group, Supply Chain Managers and National Account Managers to manage the execution of new product introductions, price and/or contract changes, general product discontinuations, as well as implement product exit strategies.
• Proactively communicate with Supply Chain Manager's, National Account Manager's, customer contacts, and appropriate internal departments with regards to late arrivals, products cuts, and backorders according to account specific expectations.
• Actively participate in Supply Chain Manager and customer meetings to stay abreast of all customer sales and supply chain initiatives.
• The above major responsibilities are intended to describe the position and is not intended to be an exhausted list of all responsibilities, duties and skills required. The Strategic Account Specialist must be able to solve or triage all aspects of customer interaction with Abbott.

Required Qualifications

• Bachelor's degree preferred or 5 years of equivalent job experience in order management, customer service and/or retail sales.
• Microsoft office skills, SAP are required.
• Strong written and verbal communication skills
• Proven analytical problem solving and data mining skills.
• Ability to multi-task, prioritize and manage time effectively.
• Proven customer support experience

Preferred Qualifications

• Cognos, SharePoint, e2Open

Apply Now

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com

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.

The base pay for this position is $60,000.00 – $120,000.00. In specific locations, the pay range may vary from the range posted.