Customer Service Specialist - German Bilingual on-site Five/Neo Building, Taguig City

Responsibilities

• Responsible for all facets of assigned account management including, but not limited to, order fulfillment, open order management, service issues and resolution, while acting as primary liaison between customers and other areas of business.
• Review and maintain open orders to quickly resolve delivery blocks, billing blocks, and incomplete order status, etc.
• Provide accurate documentation of all delays and changes made to an order.
• Utilize BI dashboards and weekly metrics to monitor backlog cycle times, document accuracy, and overall account health.
• Review and submit inclusion requests to meet in-country regulatory requirements.
• Review daily backlog and clear delivery/billing/incomplete blocks. Maintain accurate dates and priorities.
• Maintain customer satisfaction by answering incoming/outbound calls and emails in a friendly, engaged and enthusiastic manner.
• Review and respond to all emails with professionalism, accurate information and timely follow up. Resolve customer issues received via email regarding pricing, inventory availability, terms, and delivery.
• Rapidly triage and resolve complex customer issues in real-time by identifying main issues, root causes and selecting the most effective course of action to ensure accurate, high-quality resolutions based on company protocols.
• Properly document customer interactions by recording details of inquiries, complaints, and comments as well as actions taken.
• Utilize all resources to resolve any issues or potential concerns regarding a customer, product or system. Obtain knowledge of businesses processes to resolve proactively and seek assistance from the leadership team as necessary.
• Understand and review Credits & Return Goods Authorizations, and Debits. Take note of concerns received from customers and liaise to Support Team or Specialists for resolution.
• Resolve complex, technical, or high-impact customer issues.
• Elevate workflow issues to Senior Specialists and Team Leads to escalate all unsolved customer issues for a timely resolution.
• Work with Domestic Customer Service Management in identifying and documenting areas of process changes or improvement.
• Work with Distribution Centers, supply chain and sales as needed to manage customer expectations and ensure order fulfillment requirements are met.
• Create and verify specialized export documentation, including commercial invoices, packing lists, and Certificates of Origin (COO) to meet destination-country customs requirements.
• Perform export compliance checks and partner with Trade/Customs teams to resolve holds and prevent pre-shipment delays.
• Maintain required knowledge of all Abbott Systems including SAP, Esker, Agile, Metro, and SharePoint to accurately provide information to all inquiries and follow business guidelines.
• Execute applicable Quality System processes.
• Support Sarbanes-Oxley (SOX) compliance.

Qualifications

• Must possess at least College/Bachelor’s Degree
• Minimum 3-5 year(s) experience in a related field required
• Knowledge of SAP or ERP applications preferred
• Fluency in a secondary language (German, Italian, Spanish, French, Dutch, among others)