Abbott
Customer Onboarding Specialist
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Customer Services Specialist – Toxicology, Abingdon
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About the Role
At Abbott Toxicology – part of Abbott’s Diagnostics family – we unite dedicated experts and advanced technologies to support toxicology testing services across global industry sectors. Our work delivers critical insights that help detect, treat, and manage substance use and exposure, ensuring reliable, timely, and actionable solutions for safer, healthier outcomes. As a Customer Services Specialist, you will:
- Lead exceptional customer experiences in a fast-paced environment.
- Apply our "Right First Time" ethos to resolve queries professionally, promptly, and accurately.
- Collaborate with a skilled team to resolve customer issues, coordinate requests, and maintain high satisfaction levels.
Your ability to make quick, efficient decisions – backed by strong adherence to quality and customer focus – will be instrumental in driving loyalty and trust in our services.
Key Responsibilities
Core Duties
- Manage customer interactions – Respond to phone and email queries with clarity and accuracy, ensuring customer needs are addressed efficiently.
- Coordinate ad-hoc bookings – Schedule sample collections within agreed timeframes, ensuring smooth operational workflows.
- Act as a cross-functional liaison – Bridge communication between:
- Our laboratory team
- External service providers
- Customers, particularly for resolving sample discrepancies or coordinating instrument servicing.
- Investigate and resolve complaints – Log, assess, and address customer service issues to ensure satisfactory resolutions and identify process improvements.
- Maintain records – Keep detailed documentation of interactions, transactions, and handoffs to support workflow continuity.
- Develop processes – Propose enhancements to customer experience and operations based on stakeholder feedback.
- Assist as required – Perform additional duties aligned with team and organisational objectives.
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Requirements
BASIC QUALIFICATIONS
- Excellent written and oral communication skills – Clear, empathetic, and professional when interacting with customers and team members.
- Strong problem-solving abilities – Quick-learners who can anticipate challenges and propose solutions.
- Proactive priority management – Skilled at balancing workloads, adhering to deadlines, and prioritising tasks effectively.
- Customer- and quality-focused mindset – Dedicated to driving satisfaction, serving as a brand advocate.
PREFERRED QUALIFICATIONS
- Proven expertise with:
- Microsoft Office suite (Word, Excel, Outlook, etc.).
- Salesforce or Sage systems (advantageous).
- Customer service experience in a scientific, clinical, or corporate setting (optional but beneficial).
COMPETENCIES
To deliver our mission成功, you must embody the following attributes:
- Customer Obsessed → Fast action, prompt response, always prioritising customer satisfaction above everything else.
- Pioneering → Actively seek process improvements, offer innovative solutions, and collaborate with teams to elevate the customer experience.
- Achieving → Ensure clear, timely communication, delivering accurate insights reliably to all stakeholders.
- Caring → Support customers and colleagues through compassionate, mindful engagement, embedding empathy in every interaction.
- Enduring → Champion sustainability in service and utilities—uphold long-term processes, nurture enduring customer trust, and drive the organisation’s growth.
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Other Information
- Base Pay: Not specified (varying by location).
- Working Location: United Kingdom, Abingdon – 21 Blacklands Way (additional locations may exist).
- Shift: Standard (not specified).
- Travel: Not applicable.
- Medical Surveillance: Not required.
About Abbott
Abbott was founded over 135 years ago on a simple truth: better health unlocks every individual’s potential. As a global leader in healthcare, we address the challenges of every stage of life:
- Cutting-edge diagnostics testing.
- Revolutionary medical devices.
- Science-backed nutrition tailored to your needs.
Our mission is to transform lives through innovative healthcare solutions, empowering every person to realise their aspirations. Whether it’s breakthrough research, life-saving interventions, or tools to prevent disease – we’re at the forefront of tomorrow’s medicine.
At Abbott, we thrive on passion, resilience, and the shared responsibility to create meaningful impact. As an equal opportunity employer, we value diversity at every level and encourage underrepresented candidates to join our community of health innovators.
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