Customer Service Senior Specialist

JOB DESCRIPTION:
Position Summary
Point-of-care diagnostics is a growing and dynamic industry helping to improve clinical and economic outcomes globally. Abbott brings a variety of expert viewpoints on new innovations, insights, and impacts that are shaping the future of diagnostics around the world.
Abbott Rapid Dx North America, LLC’s Orlando site is part of Global Business Services (GBS) within the Abbott Rapid Diagnostics (ARDx) Division. GBS has a global accountability to deliver an exceptional customer experience and create business value through compliance, standardization and data analytics. The GBS group fosters a collaborative, team focused and winning environment where employees are accountable and encouraged to develop themselves.
The Customer Service Senior Specialist is responsible for the oversight of representatives who process inbound purchase orders in an efficient and accurate manner through multiple sources: Fax, Email, Esker Fax Automation,
EDI (Electronic Data Interface) and salesforce.com (CRM). This position is responsible for overall management of the department, ensuring that the team meets or exceeds requirements, standards and productivity measures. This position is responsible for the adherence of all procedures and Service Level Agreements (SLAs) established by Abbott Rapid Dx North America, LLC.
Duties and Responsibilities
Support the team of Order Intake and Data Entry Representatives, provide leadership and guidance for all data entry staff
Assume ownership and responsibility for data accuracy of all processed sales orders by reviewing data processed and implementing quality mechanism and controls
Work as a liaison with the Customer Service Support Sr. Specialist and Customer Service Management Team to ensure all escalated order issues are being communicated in a timely manner to the team in Orlando, Florida.
Analyze internal operations and procedures and recommend proper changes as needed
Provide Training and Skill Development plans for all employees in department
Develop employees; assist with performance reviews and corrective actions when necessary
Execute applicable Quality System processes and monitor the accuracy of service provided
Communicate the importance of the Quality System to all employees and report on its effectiveness
Responsible for Customer Service Team Lunch, Break and PTO schedules
Support Sarbanes Oxley (SOX) compliance
Other duties as assigned
Key Position Competencies
Customer Focus
Functional/Technical Skills
Priority Setting 
Problem Solving 
Process Management Minimum
Qualifications 
Must be proficient in MS Office including Excel, Word, and Outlook 
Must have good keyboarding and typing skills 
Must be able to multi-task and meet deadlines 
Must have strong analytical and problem-solving skills 
Must have excellent interpersonal skills 
Must be able to communicate professionally Education & Experience 
Must possess at least College/Bachelor’s Degree 
Order Entry or Data Management work experience required 
Knowledge of SAP or ERP applications preferred
The base pay for this position is
N/A
In specific locations, the pay range may vary from the range posted.
JOB FAMILY:Customer Service
DIVISION:RMDx Rapid and Molecular Diagnostics
LOCATION:Philippines > Taguig City : Five/Neo Building
ADDITIONAL LOCATIONS:
WORK SHIFT:Standard
TRAVEL:Not specified
MEDICAL SURVEILLANCE:Not Applicable
SIGNIFICANT WORK ACTIVITIES:Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)