Customer Service Associate I

This position works out of our Alajuela location in the CRM division. As a global leader in Cardiac Rhythm Technologies, we focus on innovative technologies that can improve the way doctors treat people with heart arrhythmias, or irregular heartbeats

As the Customer Service Associate I, you’ll have the chance to provides order management and customer support under close supervision, working directly with sales representatives, hospitals, clinics, and physicians. Process orders and requests received via phone, fax, Electronic Data Interchange (EDI), and email. Deliver accurate and timely support including handling special circumstances.

Support continuous improvement initiatives across departmental processes such as order and invoice management, returns, backorders, credit requests, and new product launches. Maintain effective communication with customers and field personnel through professional verbal and written channels. May be assigned to contribute to departmental projects as needed.

What You’ll Do

• Answer calls and process purchase orders received through various channels from sales representatives, hospitals, and clinics. Coordinate the distribution of medical devices and communicate order status, expected release dates, and requirements to fulfill orders.

• Resolve order-related issues and communicate inventory status by addressing discrepancies, credit holds, training needs, and product availability, with guidance from the team lead or supervisor. Notify sales representatives and customers of inventory shortages and back-ordered items.

• Perform consignment inventory setup, conduct audits, and resolve discrepancies in collaboration with external customers.

• May generate inventory and consignment reports for field teams or management.

• Conduct proactive follow-up with sales representatives and customers to collect implant details, purchase order numbers, pricing, and device tracking information to maintain accurate inventory records and ensure timely billing.

• Manage returns, credits, and billing corrections by securing necessary approvals, tracking resolution processes, and working with customers to expedite outcomes. Ensure accurate billing and commission payments.

• Maintain clear, professional communication with all stakeholders. Provide regular updates to supervisors on open cases and escalations to support prioritization and resolution.

• Handle customer complaints by escalating issues when necessary, responding under supervision, and resolving problems to prevent recurrence with team guidance.

• Support company initiatives and ensure compliance with regulatory requirements (FDA, QMS, EMS), company policies, and standard operating procedures. Maintain cooperative communication across all levels of employees, customers, contractors, and vendors.

Shift: Monday to Friday: 8:00am – 5:00pm. During daylight saving: Monday to Friday: 9:00am – 6:00pm

Required Qualifications

• High School diploma.
• 1 year experience in a Customer Service or Logistics Role
• Experience with Microsoft Office including Excel and Word.
• Multitasks, prioritizes, and meets deadlines in timely manner.
• Strong organizational and follow-up skills, as well as attention to detail.
• Excellent written and verbal business communication skills.
• Fully Bilingual.

Preferred Qualifications

• SAP Knowledge.
• Experience in the biotech, bio-instruments or medical devices industries

Apply Now

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

The base pay for this position is

N/A/hour

In specific locations, the pay range may vary from the range posted.

JOB FAMILY:

Customer Service

DIVISION:

CRM Cardiac Rhythm Management

LOCATION:

Costa Rica > Alajuela : Parque Industrial, Zona Franca Coyol S.A Edificio #44B, Call0, Avendia 2

ADDITIONAL LOCATIONS:

WORK SHIFT:

Cr A Day Shift (Costa Rica)

TRAVEL:

No

MEDICAL SURVEILLANCE:

No

SIGNIFICANT WORK ACTIVITIES:

Keyboard use (greater or equal to 50% of the workday)