SR. Customer Service Representative (bilingual)

At Abbott, we're committed to helping you live your best possible life through the power of health. For more than 130 years, we've brought new products and technologies to the world -- in nutrition, diagnostics, medical devices and branded generic pharmaceuticals -- that create more possibilities for more people at all stages of life. Today, 113,000 of us are working to help people live not just longer, but better, in the more than 160 countries we serve.

Status: Permanent Full Time

Location: Ottawa, ON – Office Based

Key Responsibilities:

• Responsible for monitoring and processing orders, picking slips and invoices through 3rd party portals (i.e. McKesson, Shoppers Drug Mart and Costco)
• Process all customers orders and issues by phone, fax and email
• Process customer credits and debits
• Create a Salesforce Case for all issues such as: wrong product, lot number, price issues
• Create dispute resolution cases in SAP
• Follow-up on account receivable issues, back orders, pricing issues
• Set up and maintain standing orders
• Process all account payable invoices
• Responsible for managing the daily uploads of outbound deliveries through the UPS FTP site. Communicate with UPS concerning urgent orders or other issues that may arise
• Provide training and instructions to team members or others in customer service functions
• Responsible for monitoring and processing orders, picking slips and invoices through 3rd party portals (i.e. McKesson, Shoppers Drug Mart and Costco)
• Considered Subject Matter Expert in the department and can perform and back up all Customer Service Rep duties and responsibilities
• Keep all Work Instructions pertaining to the role and department up-to-date
• Project work as assigned

Education/Experience/Skills:

• Undergraduate university studies that normally last three years (preferred)
• Minimum of 3 to 5 years related experience
• Experience in a customer service environment
• Experience using SAP
• Excellent communication skills
• Logistics experience and cross border shipping
• EDI – GHX and Intertrade
• SAP System
• Must be bilingual (English/French)
• Must be detail-oriented

Abbott Canada is committed to the hiring, advancement and fair treatment of individuals without discrimination based on factors such as race, sex, colour, ethnic or national origin, religion, disability, age, citizenship, family or marital status, political beliefs, sexual preference or other factors included in human rights legislation.

Our diversity goals for recruitment, hiring, and retention are embedded in our corporate goals, and our diversity initiatives are supported by the highest level of the organization.

We strongly believe that a diverse workforce fosters more creative and innovative thinking throughout the organization. Creating an inclusive environment, where everyone is respected and valued, enables us to leverage our diversity as a business driver and strengthens our position as a global leader.

Abbott strives to promote and maintain an inclusive, high-performing culture that allows all employees to reach their full potential and contribute to Abbott’s success.

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