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Abbott EP Capital Service Admin AMJ in Tokyo, Japan

Job Summary/ 職務概要 : Briefly state the main purpose and scope of the job.

Using established principles of effective SBG administrator, provides SBG service order and/or inventory management support to sales representatives, hospitals, clinics and physicians. Processes the orders submitted via multiple channels, including phone, fax, Electronic Data Interchange and e-mail. Completes administrative functions to support SBG order processing.

Job Duties/ 職務内容 : List the significant/essential duties, tasks or responsibilities which employees in this position are required to perform.

  • Register Service order into SBG service system

  • Ship replacement parts and loaner based on SBG Call center and SBG staff

  • Provide information on spare parts/ loaner product availability and order shipment status to SBG staff and Sales Rep and other internal contacts. Researches and resolves any problems with orders received. Correct the order, as necessary, and releases for posting.

  • Process SBG service orders and returns in accordance with established procedures.

  • Ship defective component-parts to its manufacture regularly

  • Issue Service parts order sheets

  • Manage Service Contract (Making Contracts and provide report to Finance)

  • Trace customer's shipments and advises customer of order status.

  • Research and prepares billing corrections when required.

  • Provide timely feedback to Information Technology on any IT tool.

  • Provide insight for process improvements and assists in implementing process changes.

  • Identify and documents service lapses not captured through SAP transactions in support of the department’s initiative to collect, measure and report on overall Customer Facing Quality.

  • Act as support and liaison between customer, field personnel and internal management to facilitate the sale and distribution of products. General instructions are received for routine work, and more detailed instructions for new or special assignments. Errors may have some impact on the organization, including the loss or revenue or damage to a customer relationship. Takes initiative to ensure work is done accurately and completely.

  • Perform other related duties and responsibilities, on occasion, as assigned.

Qualifications/ 能力資格要件 : Describe the minimum education and experience, including knowledge, skills and abilities, required to successfully perform the job. List any certificates, license, and/or registrations required.

  • High school equivalency required. Bachelor’s degree preferred.

  • Typically a minimum of 3 years of experience in a customer service position.

  • Demonstrated history of creativity and initiative in anticipating and solving customer problems. History of effective de-escalation and problem-solving in conflict situations.

  • Proven high level of interpersonal and communication skills, including the ability to listen, resolve problems, deal with unresolved issues, delays and unexpected events.

  • Must possess demonstrated keyboard and personal computer skills (experience with Microsoft Office, including Excel, Word, Outlook and PowerPoint). Typing proficiency of at least 45 words per minute.

  • Good mathematical, record keeping, organizational, and problem-solving skills. Demonstrated attentiveness to details.

  • Proven history of contributing to process improvements and implementing these changes.

  • Experience working in a broader enterprise/cross-division business unit model preferred.

  • Ability to work within a team and as an individual contributor in a fast-paced, changing environment.

  • Verbal and written communications with ability to effectively communicate at multiple levels in the organization.

  • Multitasks, prioritizes and meets deadlines in timely manner.

  • Strong organizational and follow-up skills, as well as attention to detail.

An Equal Opportunity Employer

Abbot welcomes and encourages diversity in our workforce.

We provide reasonable accommodation to qualified individuals with disabilities.

To request accommodation, please call 224-667-4913 or email corpjat@abbott.com

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