**Customer Service Representative** **Position located in Madrid to support customers in Portugal.** **PURPOSE OF THE JOB** + Provide internal and external customers with best possible service in terms of order processing, pricing and billing inquires, service requests and customer complaints + Compliant with internal processes and procedures (e.g. Abbot Medical Quality System) and with the applicable legislation. + Manage all daily activities in customer service independently and actively support local Customer Service management **ROLES & RESPONSIBILITIES** Front office activities: + Receive & process orders for all customer + Handle customer complaints and perform investigations + Follow up on pricing discrepancies with Customer Service management/tender department/division manager/sales manager + Issue required credit notes for returns and complaints within the official procedural deadlines + Maintain daily contact with company approved couriers, for regular pick-up and delivery timetable; investigation of claims and follow-up for emergency + Organizing return shipments + PER processing and follow up in collaboration with sales reps + Responsible for PER handling in line with quality guide lines Back office activities: + Receive & process orders for all customer which are received by e-mail, fax or post. + Follow procedures related to the receiving, checking and creation of the sales orders/invoices + Production of relevant paperwork i.e. packing lists, proforma invoices and credit notes + Perform and execute all invoicing in a timely and precise manner incl. responsibility for electronic invoicing + Daily control of invoices issued by the system, checking all orders have been invoiced + Issue required credit notes for cross-charges, rebates and price corrections within the official procedural deadlines + Follow up on backorders + Master Data Maintenance (customer, materials, prices) + Actively participate in any required product tracking research when required + Support quality and sales department in FSCA (Field Safety Corrective Action) implementation General activities: + Consignment count (organization, reconciliation and follow-up) + Assigned to more complex and specialized product lines or business activities (Capital Equipment, Export, EDI, new products…) + Run reports and ensure appropriate actions are taken by Customer Service Representative + Work on process improvement and projects under the supervision of the Customer Service supervisor/manager + Responsible to train and coach Junior Customer Service Representative and Customer Service Representative. **EDUCATION & COMPETENCIES** + Upper secondary diploma/High school diploma + Strong practical experience in Customer Service at least 2 years. (Valuable) + Portuguese native speaker or C2 level. (Manadatory) + Fluent in Spanish. (Manadatory) + English- high level, written and spoken. (Manadatory) + Knowledge of Microsoft Office + Knowledge of ERP packages (SAP, …). (Valuable) + Team player + Customer oriented + Good organization ability + Good communication skills for internal and external contacts + Positive reaction to working in a “deadline” environment, stress resistant + Integrity + Sensitive of initiative and adaptability to permanent evolving organizations + Sensitive to the importance of the product Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal. An Equal Opportunity Employer Abbot welcomes and encourages diversity in our workforce. We provide reasonable accommodation to qualified individuals with disabilities. To request accommodation, please call 224-667-4913 or email corpjat@abbott.com