Customer Service Associate I - CRM Division

About the role

Abbott, a global healthcare leader in cardiac rhythm technologies, is hiring a Customer Service Associate I for its Alajuela location in the CRM division. The associate provides order management and customer support under close supervision, working directly with sales representatives, hospitals, clinics and physicians. The shift is Monday to Friday, 8:00am to 5:00pm (9:00am to 6:00pm during daylight saving).

Key responsibilities

• Answer calls and process purchase orders received from sales representatives, hospitals and clinics.
• Coordinate the distribution of medical devices and communicate order status, expected release dates and requirements.
• Resolve order issues, communicate inventory status and notify customers about shortages and back-ordered items.
• Perform consignment inventory setup and audits, and resolve discrepancies with external customers; may generate inventory and consignment reports.
• Follow up with sales representatives and customers to collect implant details, purchase order numbers, pricing and device tracking information.
• Manage returns, credits and billing corrections, ensuring accurate billing and commission payments.
• Handle customer complaints, escalate issues when necessary and respond under supervision.
• Maintain professional communication with all stakeholders and keep supervisors informed on open cases and escalations.
• Support company initiatives and comply with regulatory requirements (FDA, QMS, EMS), company policies and standard operating procedures.

Required profile

• High school diploma.
• 1 year of experience in a customer service or logistics role.
• Fully bilingual.
• Preferred: SAP knowledge and experience in the biotech, bio-instruments or medical devices industries.

Required skills

• Microsoft Office, including Excel and Word.
• Strong organizational and follow-up skills, attention to detail, and ability to meet deadlines.
• Excellent written and verbal business communication.