Abbott Laboratories
Customer Onboarding Specialist
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Customer Services Specialist – Toxicology
Location: Part of Abbott’s Diagnostics family, globally About the Role
At Abbott Toxicology, we combine expertise and technology to support toxicology testing worldwide. Our mission is to deliver reliable, timely, and actionable insights for safer outcomes in healthcare, public safety, and industry.
As a Customer Services Specialist, you will drive exceptional customer experiences, ensuring prompt and professional interactions within a fast-paced environment. Adopting our "Right First Time" principle, you will resolutely address challenges, coordinate efficiently, and uphold high standards of service. Working as part of a dedicated team, you will play a central role in maintaining customer satisfaction and loyalty.
This role is subject to periodic review and potential updates by management.
Responsibilities
- Query Management: Handle and respond to customer enquiries via phone and email, ensuring accurate and timely information.
- Booking Coordination: Manage ad-hoc sample collection requests, adhering to scheduled time frames.
- Cross-Team Liaison: Act as a key intermediary between laboratories, external partners, and customers, investigating and resolving sample discrepancies, and facilitating instrument servicing.
- Complaint Resolution: Log, investigate, and resolve customer service complaints, securing satisfactory outcomes and driving process improvements.
- Record-Keeping: Maintain detailed logs of interactions and transactions.
- Flexibility: Perform additional duties as assigned to support team and organisational objectives.
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Requirements
Basic Qualifications (Education & Skills)
- Excellent written and oral communication skills
- Strong problem-solving abilities
- Proficient in workload prioritisation to meet deadlines
- Customer-obsessed and quality-driven mindset
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Preferred Qualifications
- Familiarity with Microsoft applications
- Salesforce and Sage experience (advantageous)
Competencies
- Customer Obsessed: Prioritise exceptional service, aligned with customer needs and satisfaction.
- Pioneering: Continuously improve processes to enhance customer experience through collaborative innovation.
- Achieving: Communicate clearly and effectively to ensure customers receive timely, correct information.
- Caring: Support both customers and colleagues, understanding the broader impact of decisions.
- Enduring: Champion, implement, and sustain best practices for long-term customer relationships and growth.
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