Customer Service II

Job Title: Customer Service II

Location: One Lillehei Plaza, St. Paul, MN 55117

Duration: 6 Months

Work Arrangement: 100% Onsite

Shift: 9:00 AM – 5:30 PM

Position Summary

The Customer Service II role is responsible for managing customer orders, supporting inventory and billing processes, and ensuring a high level of customer satisfaction. This position requires strong attention to detail, the ability to manage multiple systems, and effective communication with both internal teams and external customers.

Key Responsibilities

Order Management & Customer Support

• Receive and process customer rental and purchase orders in accordance with established procedures
• Review and clarify order details, create shipping documentation, and coordinate with the shipping team
• Communicate order status, expected release dates, and any requirements needed to fulfill orders
• Track shipments and follow up on delays or discrepancies until resolution

Issue Resolution & Coordination

• Resolve order discrepancies, credit holds, product availability issues, and training requirements with guidance from leadership
• Handle product returns, RMAs, and credits in accordance with company procedures
• Respond to customer product complaints, verify warranty eligibility, and coordinate replacements or loaner equipment

Inventory & Billing Support

• Provide inventory status updates and support consignment inventory setup, audits, and discrepancy resolution
• Prepare billing correction requests and ensure accurate invoicing and commission adjustments
• Generate inventory and consignment reports as needed

Systems & Data Management

• Maintain accurate customer account and contact information in ERP and CRM systems
• Support clinical procedure calendars and related administrative processes
• Work across multiple systems simultaneously to manage order processing and tracking

Communication & Collaboration

• Partner with supply chain, field teams, and clinical stakeholders to support order fulfillment
• Build strong relationships with internal teams and external customers
• Handle inbound and outbound calls (team averages 50–60 calls/day)

Required Qualifications

• High School Diploma or equivalent
• Minimum 2+ years of experience in customer service, order processing, or a related field
• Proficiency in Microsoft Outlook and Excel
• Comfortable working in email-based work queues and navigating multiple systems

Preferred Qualifications

• Experience in medical device, healthcare, or regulated environments
• Background in order management, insurance support, or process-driven customer service roles
• Familiarity with ERP/CRM systems

Core Competencies

• Strong attention to detail and accuracy
• Ability to prioritize tasks in a high-volume, fast-paced environment
• Professional and transparent communication skills
• Strong written and verbal communication abilities
• Ability to work independently and collaboratively 

Consultants Eligible Benefits Upon Waiting Period:

• Medical and Prescription Drug Plans
• Dental Plan
• Vision Plan
• Health Savings Account (for High Deductible Health Plans)
• Flexible Spending Accounts (Health, Limited Purpose, Dependent Care, Commuter Parking and Commuter Transit)
• Supplemental Life Insurance
• Short Term Disability (coverage varies by state)
• Long Term Disability
• Critical Illness, Hospital coverage, Accident Insurance
• MetLife Legal, MetLife ID Fraud, and MetLife Pet Insurance
• 401(k)

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, nutritional and branded generic medicines.

Working together, Abbott and Talent Solutions partner to deliver top talent for contingent roles at Abbott, building better and healthier lives. Abbott believes all employees are essential to creating life-changing breakthroughs, performing key duties to create life-changing breakthroughs.