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.
Leads a team of Customer Service Representatives in day to day operations of Abbott. Requires the supervisor to train, motivate and coach employees to continuously improve the quality and productivity of department output and introduce innovative methods to support this effort.
Responsible for the accuracy of order processing and ensuring strict compliance with SOX key controls ensuring the Customer Service team's adherence to business practices, policies, and procedures
Responsible for the day to day leadership of the team or seeks out appropriate resources as needed which may include delegation to subordinate resources. This includes responsibility for the processing of sales orders, returns, and resolving customer inquiries.
Responsible for team work schedules, PTO, staffing levels to ensure customer calls, fax orders, e-mail requests and other forms of external and internal customer contact and requests are handled appropriately and within defined goals
Participates in the creation of department and individual goals and objectives and drives performance to reach goals Supervises the work of staff members, including monitoring and evaluating daily performance; coaching, training and motivating staff to raise performance levels.
Ensures that all customer service employees are trained and documentation meets the division quality standards. Identifies general team and specific individual needs for training and education to support both team goals and individual employee development.
Provides growth opportunities for general team and individual goals for development.
Assist in developing a culture which promotes a customer focused philosophy of "ease of doing business" both within and outside the Customer Service department
Uses experience and strong customer service skills to defuse and resolve customer issues. Sets the standard with staff for building customer relations and providing outstanding service.
Participates on cross-functional teams representing customer service as a key contributor.
Addresses employee performance issues in a timely manner; prepares and presents performance evaluations to all staff members.
Escalates when appropriate.
Supports Manager in all revenue recognition transactions to ensure accuracy and compliance with SOX controls. Strict accuracy of data and timeliness of transactions are critical in controlling risk.
Responds to requests, projects and department goals, including allocating and training team resources, ensuring the accuracy of data and adhering to established timetables.
Works closely with colleagues and other stakeholders to ensure new product launch requirements are met and regulatory compliance and documentation is on file.
Hires and retains a diverse, highly qualified staff and provides ongoing performance feedback. Identifies tactical approach to achieve goals which align to department plans and manages the execution of goals through coaching and mentoring. Maintains a safe and professional work environment.
High School diploma required; College degree preferred.
3-5 years of CS or Order Management or equivalent experience. Med Device experience preferred Supervisory experience preferred.
Experience with ERP and CRM systems
Ability to work in a highly matrixed and geographically diverse business environment.
Strong leadership skills, including the ability to set goals and provide positive and constructive feedback respectfully to build positive relationships and improve business results.
Ability to work effectively within a team in a fast paced, changing environment.
Strong verbal and written communications with ability to effectively communicate at multiple levels within the organization.
Multi tasks, prioritizes and meets deadlines in a timely manner.
Strong organizational, planning and follow up skills and the ability to hold others accountable.
Ability to travel approximately 10% of the time.
JOB FAMILY:Customer Service
DIVISION:CAHF Cardiac Arrhythmias & Heart Failure
LOCATION:United States > Minnesota : One Lillehei Plaza
MEDICAL SURVEILLANCE:Not Applicable
SIGNIFICANT WORK ACTIVITIES:Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)
Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.
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