JOB DESCRIPTION:

About the Role

We are looking for an experienced Customer Service & Order Management Specialist with strong SAP experience to join our local Customer Service team. In this role, you will provide high-quality support to both internal and external stakeholders, managing the end-to-end order cycle and ensuring smooth, compliant operations.

You will handle order processing, pricing and billing inquiries, service requests, and complaint management while working in full compliance with internal procedures and applicable regulations (e.g. ABBOTT Quality System). This is a role with a high degree of autonomy, where your expertise will directly contribute to the efficiency and success of the Customer Service function in Italy.

What You Will Do

Front Office Activities:

• Process customer orders received via telephone, ensuring accuracy and professionalism.
• Investigate and resolve customer complaints promptly, providing clear and solution-oriented communication.
• Collaborate with internal teams (e.g. Sales, Finance, Logistics) to resolve pricing discrepancies.
• Issue credit notes for returns and complaints within defined procedural deadlines.
• Coordinate with approved couriers for deliveries, pick-ups and claim handling.
• Organize return shipments and manage PER processing in close collaboration with sales representatives.

Back Office Activities:

• Manage customer orders received via email, fax or post, ensuring timely entry into the system.
• Ensure accurate creation of sales orders and invoices in the ERP system (SAP).
• Generate all necessary documentation: packing lists, proforma invoices, credit notes and related documents.
• Execute timely and precise invoicing, including electronic invoices, in line with local regulations.
• Monitor invoice issuance and proactively follow up on backorders, keeping stakeholders informed.
• Maintain and update master data (customers, materials, pricing) to ensure data quality and consistency.
• Support product tracking and FSCA (Field Safety Corrective Action) activities in alignment with quality and regulatory requirements.

General Responsibilities:

• Actively participate in process improvement initiatives and cross-functional projects.
• Share knowledge and support onboarding by mentoring and training junior team members.
• Ensure full compliance with company policies, procedures and ethical standards.

What You Bring

• Upper secondary / high school diploma (or equivalent); additional education is a plus.
• Proven experience in Customer Service and/or Order Management, ideally within a regulated or international environment.
• Solid working knowledge of SAP (or similar ERP systems) for order processing and billing.
• Fluency in the **local language (Italian)**and good command of English, both written and spoken.
• Proficiency in Microsoft Office (especially Excel, Outlook, Word).
• Strong organizational skills with a high level of accuracy and attention to detail.
• Excellent communication and stakeholder management skills.
• Customer-focused mindset, with a collaborative and team-oriented approach.
• Ability to prioritize and stay resilient under pressure in a dynamic environment.
• High level of integrity, reliability and adaptability.

What We Offer

• The opportunity to play a key role in the end-to-end order management and customer service process.
• A collaborative and supportive team environment, with exposure to cross-functional stakeholders.
• The chance to contribute to continuous improvement initiatives and process optimization.
• A role where your experience with SAP and order management will be recognized and valued.

Equal Opportunity & Data Privacy – Italy

We are committed to creating an inclusive working environment and welcome applications from all qualified candidates, regardless of gender, age, disability, sexual orientation, ethnicity, religious belief or any other protected characteristic, in line with applicable Italian laws (including D.Lgs. 198/2006 and subsequent amendments).

Your personal data will be processed in accordance with Regulation (EU) 2016/679 (GDPR) and applicable national legislation.

The base pay for this position is

N/A

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

JOB FAMILY:

Customer Service

DIVISION:

CRM Cardiac Rhythm Management:

LOCATION:

Italy > Milan : Viale Edison 110, Edison Park Centre

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

No

MEDICAL SURVEILLANCE:

Not Applicable

SIGNIFICANT WORK ACTIVITIES:

Not Applicable