ABBOTT LABORATORIES Customer Service Specialist Salary in the United States

How much does a Customer Service Specialist make at companies like ABBOTT LABORATORIES in the United States? The average salary for Customer Service Specialist at companies like ABBOTT LABORATORIES in the United States is $39,923 as of June 27, 2024, but the range typically falls between $35,435 and $44,410. Salary ranges can vary widely depending on many important factors, including education, certifications, additional skills, the number of years you have spent in your profession. With more online, real-time compensation data than any other website, Salary.com helps you determine your exact pay target.  View the Cost of Living in Major Cities

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What does a Customer Service Specialist do at companies like ABBOTT LABORATORIES?

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 103,000 colleagues serve people in more than 160 countries.

Customer Service Specialist

We are seeking a high caliber Customer Service Specialist who will be responsible for handling, receiving and/or placing telephone calls which are non-routine and require deviation from standard screens, scripts, and procedures and Liaise with sales and technical staff to keep them up-to-date with customer needs.

Impact this role will have on Abbott:

  • Designs, develops, and implements short and long-term solutions to improve Customer Service processes. Monitors and analyzes recorded impacts and other metrics; supports team members in the resolution of impacts and recognizes trends in order to formulate changes in daily operations. Manages customer accounts to ensure US and global customer satisfaction.
  • Analyzes business processes. Develops corrective actions for driving long-term improvements in systems design and processes by gathering information, analyzing requirements, and defining and documenting problems related to Customer Service processes.
  • Designs and manages projects that address systemic impacts with the goal of implementing long-term solutions.
  • Supports team members in taking orders, order processing, and addressing customer-related issues by phone, fax, e-mail, Ecommerce, GFAX, or EDI.
  • Provides guidance and training to team members on the implementation of short and long-term system improvements.
  • Supports marketing launch strategy by implementing appropriate internal business processes and assists in the training/communication of the processes with the sales force as needed.
  • Provides focused expertise within a specific area in customer service operations, or coordinates, in a lead capacity, a specific area of operations (i.e. International ordering, National Accounts, etc.).
  • Independently resolves customer issues with other departments such as planning, shipping, purchasing, marketing, sales, IT and contracting/pricing.
  • Takes initiative to develop, resolve and implement process improvements that enhance the organizations capability to deliver timely and effective customer service in area of expertise.
  • Leads projects cross-functionally when required.
  • Process with direction credit requests, debt memos, exceptions to policy, product allocation and other areas that may impact the balance between customer satisfaction and cost efficacy.
  • Trains other members in customer service team on subjects within their area of expertise. Assist with the creation of job aids and training documents.
  • Applies knowledge to assist others to understand the impact of process improvements.
  • Demonstrates the ability to work in a team environment, create/update department procedures, create/modify customer accounts as needed. May perform other duties as assigned.
  • Give accurate direction and support to team leaders to facilitate successful completion of organization’s targets and performance goals
  • Assist with KPIs, reporting, and analysis as required.
  • Acts as a back up to the Customer Service Manager as needed by attending meetings, providing updates, and any other tasks as required.

Accountability/Scope:

  • Works independently, takes ownership of customer issue resolution with minimal direct supervision.
  • Serves as resident expert on a focused customer group or process; trains others within their specialized area of expertise.
  • Develops relationships with a targeted group of customers (i.e. International or national accounts, etc.)
  • Shares in order processing workload.
  • Files and maintains customer order paperwork in accordance with department guidelines.
  • Ensures that personal training requirements are current and completed on time.
  • Shares customer information with customer service team and appropriate sales rep.
  • Manages small projects that impact department ability to support business growth.
  • Meets department standards relative to phone response, abandoned calls, wait times, attendance, and availability times.
  • Has the authority, responsibility and accountability for day-to-day execution of duties.
  • Works cross-functionally within AM to facilitate enhancements to customer service operations.
  • (Influence/Leadership) Begins establishing and cultivating a network of internal resources to facilitate completion of tasks. Individual influence is typically exerted at the peer level.
  • (Planning/Organization) Completes daily work to meet established schedule with guidance from supervisor on prioritization of tasks.
  • (Decision Making/Impact) May exercise authority within pre-established limits and approval.

Qualification:

  • High School Diploma / GED
  • Must be able to comprehend written and verbal commands and provide data entry real time while speaking to customers. Must also be able to problem solve and promote teamwork.
  • A minimum of 3 years’ business experience to include similar demonstrated abilities as they relate to the responsibilities stated above.
  • Call center and ERP systems experience preferred.
  • Skills required include excellent phone skills, interpersonal skills, keyboarding abilities, and excel skills.
  • Must be able to communicate information accurately, clearly, concisely, and effectively both verbally and written (i.e. professional email etiquette). Demonstrated ability to effectively handle customer/peer situations and problem resolution while maintaining a professional attitude. Demonstrated project leadership abilities and a willingness to learn.
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$35,435 Low Average $39,923 High $44,410

Understand the total compensation opportunity for Customer Service Specialist at companies like ABBOTT LABORATORIES, base salary plus other pay elements

Average Total Cash Compensation

Includes base and annual incentives

$35,435
$44,410
$39,923
The chart shows total cash compensation for the ABBOTT LABORATORIES Customer Service Specialist in the United States, which includes base, and annual incentives can vary anywhere from $35,435 to $44,410 with an average total cash compensation of $39,923. Total compensation includes the value of any benefits received in addition to your salary and some of the benefits that are most commonly provided within a total compensation package including bonuses, commissions, paid time off, and Insurance. The total cash compensation may get paid differently by industry, location, and other factors.
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