Senior Customer Support Specialist

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 122,000 colleagues serve people in more than 160 countries.

     

JOB DESCRIPTION:

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and your family, be your true self, and live a full life. You’ll also have access to:

• Career development with an international company where you can grow the career you dream of.
• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• An excellent retirement savings plan with a high employer contribution.
• Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
• A company recognized as a great place to work in dozens of countries worldwide and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as the best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

We have an opportunity for the role of Senior Customer Service Representative within our APOC division based out of Princeton, NJ and this is an onsite role.

Abbott Point of Care (APOC) is a global leader in providing near-patient testing solutions that deliver reliable diagnostic information at the point of care. Our innovative technologies help healthcare professionals make timely clinical decisions that improve patient care across hospitals, physician offices, clinics, and other healthcare settings.

As the Senior Customer Service Representative, you’ll have the chance to serve as a key point of contact for customers by resolving complex inquiries, managing order-related activities, and supporting exceptional service delivery. You'll partner across teams to help ensure timely issue resolution and a seamless customer experience.

What You’ll Work On

• Respond to customer inquiries regarding products, services, promotions, and account-related requests through phone and email channels.
• Resolve complex customer issues that require analysis, judgment, and adaptation of established procedures.
• Enter, validate, and manage customer orders while ensuring accuracy and timely processing.
• Investigate and resolve order exceptions, shipment concerns, and customer service issues.
• Partner with sales and technical support teams to address customer needs and communicate important updates.
• Handle non-routine customer interactions requiring customized solutions and appropriate escalation management.
• Maintain accurate documentation of customer interactions, transactions, and issue resolutions within business systems.
• Identify recurring customer concerns and support continuous improvement efforts to enhance the customer experience.

Required Qualifications

• High School Diploma or GED.
• Minimum 1 year of customer service experience supporting customers through phone, email, or related service channels.
• Experience handling customer inquiries, order processing, or issue resolution in a professional environment.
• Ability to work independently while managing multiple customer requests and priorities.

Preferred Qualifications

• Experience supporting customers in healthcare, diagnostics, medical device, laboratory, or other regulated industries.
• Experience managing complex customer inquiries and escalations.
• Familiarity with CRM, customer support, or order management systems.
• Experience collaborating with sales, technical support, or other cross-functional teams.
• Knowledge of order entry, account maintenance, and exception management processes.

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: https://abbottbenefits.com/

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at abbott.com, on LinkedIn at https://www.linkedin.com/company/abbott-/, and on Facebook at https://www.facebook.com/AbbottCareers.

     

The base pay for this position is

$50,700.00 – $101,300.00

In specific locations, the pay range may vary from the range posted.

     

JOB FAMILY:

Customer Service

     

DIVISION:

APOC Point of Care

        

LOCATION:

United States > Princeton : 400 College Road East

     

ADDITIONAL LOCATIONS:

     

WORK SHIFT:

Standard

     

TRAVEL:

Yes, 5 % of the Time

     

MEDICAL SURVEILLANCE:

Not Applicable

     

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)

     

Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.

     

EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf

     

EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf