Customer Service Specialist

Point-of-care diagnostics is a rapidly growing industry that helps improve clinical and economic outcomes worldwide. Abbott is at the forefront of innovation, delivering cutting-edge diagnostic solutions that shape the future of healthcare.

The Orlando site of Abbott Rapid Dx North America, LLC is part of the Global Business Services (GBS) organization within the Abbott Rapid Diagnostics Division. GBS is dedicated to delivering exceptional customer experiences while driving business value through compliance, standardization, analytics, and technology solutions. The team fosters a collaborative, high-performing environment where employees are encouraged to grow professionally and contribute to continuous improvement.

As a Customer Service Specialist (ADPI), you will play a critical role in ensuring the accurate and timely processing of customer purchase orders. You will manage order-related activities, including returns, credits, escalations, error resolution, and allocations while maintaining compliance with established procedures and Service Level Agreements (SLAs).

Key Responsibilities

Order Processing & Management

• Process customer purchase orders accurately and efficiently through:
  • Fax and email orders via Esker (fax automation solution)
  • EDI (Electronic Data Interchange)
  • Salesforce.com (CRM)
• Ensure the accuracy and integrity of all sales order data entered into SAP ERP.
• Monitor and manage order workflows, ensuring timely completion and resolution.

Customer Service & Communication

• Manage incoming requests through shared functional mailboxes.
• Respond to inquiries professionally, providing accurate information and timely follow-ups.
• Build and maintain strong relationships with internal and external customers.

Issue Resolution & Escalations

• Investigate and resolve order-related issues across Esker, SAP, and Salesforce platforms.
• Handle returns, credits, allocations, and other order concerns.
• Escalate complex issues to Subject Matter Experts (SMEs) or Team Leads/Supervisors when necessary.

Cross-Functional Collaboration

• Partner with departments including:
  • Master Data
  • Purchasing
  • Finance
  • Sales & Marketing
  • Distribution Centers
• Support process improvements and identify opportunities for operational efficiencies.

Reporting & Compliance

• Generate operational reports such as:
  • Open Orders
  • Billing Blocks
  • Error Trending Reports
• Execute assigned projects and tasks.
• Adhere to Quality System requirements and business guidelines.
• Support Sarbanes-Oxley (SOX) compliance initiatives.
• Perform additional duties as assigned.

Systems & Knowledge Management

Maintain proficiency in Abbott systems, including:

• SAP
• Esker
• Agile
• Metro
• LERN
• SharePoint

Required Competencies

• Detail-Oriented
• Customer Focus
• Functional & Technical Expertise
• Time Management & Prioritization
• Problem-Solving Skills
• Results-Driven Mindset
• Strong Written & Verbal Communication
• Professionalism
• Collaboration & Teamwork

Minimum Qualifications

• Proficient in Microsoft Office Suite (Excel, Word, Outlook)
• Strong keyboarding, typing, and data entry skills
• Ability to manage multiple tasks and meet deadlines
• Excellent professional communication skills
• Willingness to work on a night shift schedule

Education & Experience

Required

• Bachelor's Degree (or equivalent college degree)
• At least 1–2 years of relevant experience in customer service, order management, data entry, or a related field

Preferred

• Experience working with SAP or other ERP systems
• Background in order processing, customer operations, or shared services environments