Senior Representative, Customer Service

📌 Core Information

🔹 Job Title: Senior Representative, Customer Service

🔹 Company: Abbott Laboratories

🔹 Location: San Juan, Puerto Rico

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service

🔹 Date Posted: Fri Mar 28 2025

🔹 Experience Level: Intermediate (2-5 years)

🔹 Remote Status: On-site

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Efficiently managing customer orders and entries
• Providing timely and professional responses to customer inquiries
• Coordinating with internal teams to resolve customer issues and ensure customer satisfaction
• Participating in meetings to assist with business initiative development

ASSUMPTION: The role requires balancing between standardized order processing and addressing unique customer service issues, suggesting strong problem-solving abilities are essential.

📋 Key Responsibilities

✅ Attend and classify all customer calls

✅ Process and document all orders accurately

✅ Provide product information in coordination with marketing

✅ Resolve customer complaints according to company procedures

✅ Recordkeeping and documentation management of orders and shipping

✅ Manage communication and coordination with wholesalers and major distributors

✅ Utilize the Voice of the Customer Program efficiently

✅ Maintain records of required customer licenses such as DEA

ASSUMPTION: Responsibilities suggest a proactive approach to customer service is expected, ensuring problems are addressed before they escalate.

🎯 Required Qualifications

Education: Bachelor’s degree in a related field; Business Administration preferred

Experience: Minimum 2 years in customer service roles

Required Skills:

• BPCS orders and EDI processing
• Strong communication skills in both English and Spanish
• Excellent interpersonal skills

Preferred Skills:

• Advanced knowledge of inventory management systems
• Experience in the healthcare customer service environment

ASSUMPTION: Proficiency in specific software systems is crucial, suggesting prior exposure to similar technologies will be advantageous.

💰 Compensation & Benefits

Salary Range: $14.67 – $29.33 per hour

Benefits:

• Career development opportunities with a global leader
• Recognition as a diverse and inclusive employer
• Comprehensive health and wellness benefits

Working Hours: 40 hours per week

ASSUMPTION: The salary range reflects varying experience and qualifications and may be supplemented by additional benefits and perks.

📌 Applicant Insights

🔍 Company Context

Industry: Hospitals and Health Care

Company Size: 10,001+ employees, providing ample opportunities for career growth and networking

Founded: Not Specified

Company Description:

• Globally recognized for innovation in healthcare
• Strong focus on improving health across all life stages
• Diverse product portfolio including diagnostics, medical devices, and nutritional products

Company Specialties:

• Nutrition
• Diagnostics
• Medical Devices

Company Website: https://www.abbott.com

ASSUMPTION: Abbott's established presence and extensive global reach provide stability and a wealth of resources to employees.

📊 Role Analysis

Career Level: Mid-level position with scope for advancement

Reporting Structure: Likely reports to Customer Service Manager

Work Arrangement: Primarily office-based in San Juan, Puerto Rico

Growth Opportunities:

• Potential to advance to managerial roles
• Access to international career paths and development programs
• Opportunity to be involved in cross-functional projects

ASSUMPTION: The role offers significant potential for professional growth, leveraging Abbott's global network and resources.

🌍 Location & Work Environment

Office Type: On-site, corporate office environment

Office Location(s): San Juan, Puerto Rico

Geographic Context:

• Centrally located in a vibrant economic hub
• Access to local healthcare and international business communities
• Cultural and urban amenities nearby

Work Schedule: Standard business hours; flexibility depends on business needs

ASSUMPTION: The location in San Juan offers both career and lifestyle benefits, facilitating a balanced work-life integration.

💼 Interview & Application Insights

Typical Process:

• Initial resume screening
• Phone interview with HR
• In-person interviews with team leads
• Final round interview with department head

Key Assessment Areas:

• Customer service expertise
• Language proficiency
• Problem-solving capabilities

Application Tips:

• Highlight relevant customer service experience
• Showcase any bilingual skills
• Demonstrate familiarity with Abbott's products and values

ATS Keywords: Customer Service, BPCS Orders, EDI Processing, Bilingual, Healthcare

ASSUMPTION: Understanding of Abbott's core values and market position may enhance candidate appeal during application and interviews.

🛠️ Tools & Technologies

• BPCS Orders Systems
• EDI/EDM Modules
• Inventory Management Software

ASSUMPTION: Familiarity with similar technologies may ease transition and improve job performance for new employees.

👔 Cultural Fit Considerations

Company Values:

• Commitment to innovation in healthcare
• Emphasis on diversity and inclusion
• Focus on global health improvement

Work Style:

• Proactive and customer-focused
• Collaborative teamwork
• Adaptive and solution-oriented

Self-Assessment Questions:

• How do you handle challenging customer interactions?
• What strategies do you use to stay organized and efficient?
• How do you contribute to a collaborative team environment?

ASSUMPTION: Candidates who align with Abbott's collaborative and innovative culture will likely thrive in this position.

⚠️ Potential Challenges

• Navigating complex customer service scenarios
• Managing high volumes of customer orders and communication
• Ensuring accurate and timely problem resolution
• Balancing detailed recordkeeping with dynamic customer interaction

ASSUMPTION: The role demands resilience and adaptability to handle potential challenges in a dynamic work environment.

📈 Similar Roles Comparison

• Similar roles may have varying demands based on location and customer base
• Opportunities for skill development in a corporate framework
• Relative emphasis on bilingual communication skills

ASSUMPTION: Comparing similar roles can highlight distinct support and resources available at Abbott.

📝 Sample Projects

• Improved customer order processing efficiency
• Development of a customer feedback initiative
• Implementation of a new problem-resolution protocol

ASSUMPTION: Projects at Abbott may focus on enhancing customer service efficiency and innovation.

❓ Key Questions to Ask During Interview

• What are the key performance indicators for this role?
• How does this position contribute to Abbott’s overall customer satisfaction commitment?
• What resources are available for career development?
• Can you describe the team structure and dynamics?
• How does Abbott ensure balanced workloads and employee well-being?

ASSUMPTION: These questions help gauge role expectations and how they align with career objectives.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Prepare a cover letter highlighting customer service skills
• Tailor your resume with relevant experience and skills
• Research Abbott's products and market positioning
• Reach out to current employees for insights, if possible

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.