Operations Support Analyst

Job Description

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.

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.

Operations Support Analyst

We are seeking a high caliber Operations Support Analyst 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.
• Process domestic orders for diagnostic tests for hospitals and labs using AS400; order requests are via email
• 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.
• Evaluate business processes and applications for effectiveness.
• Identify user needs and requirements.
• Analyze business results, discrepancies, and deliver solutions.
• Correlate data and utilize sound analysis skills to determine capacity and limitations.
• Maintain accurate data, and documentation.

Accountability /Scope:

• Must be able work in a fast-paced environment while remaining calm and level-headed • Make changes to master data using SAP
• Must be able to see the big picture and change directions when necessary
• Must be a critical thinker and be able to make independent decisions
• 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.
• Manages small projects that impact department ability to support business growth.
• A customer service background is helpful

Qualifications:

• 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
• Advanced MS Excel skills and experience with other MS Office Software (MS Word, PowerPoint, MS Project).
• 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.