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About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self, and live a full life. You will have access to:

• Career development with an international company where you can grow the career you dream of.
• Health plan, life insurance, tuition, stock purchase plan, Asociación Solidarista, cafeteria subsidy, free parking lot, among others.
• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as a best place to work for diverse, working mothers, female executives, and scientists.

The Opportunity

Leads a team of Customer Service Representatives in day to day operations of Abbott. Under minimal supervision trains motivates and coaches employees to continuously improve the quality and productivity of department output and introduce innovative methods to support this effort. Supervise work schedules, PTO, staffing levels to ensure customer calls, e-mail requests and other forms of external and internal customer contact and requests are handled appropriately and within defined goals.

What You’ll Do

• Work closely with the distribution center to ensure priorities and exceptions are clearly understood. Escalate any cases to management as required
• Proactively communicates to his/her supervisor about open cases and/or escalations to ensure priorities and exceptions are clearly set and solutions are in place.
• Serves as a procedural expert to support the CSR's and customers. Acts as a knowledge source for team members to escalate problem solving and/or issues. Creates and makes proposals for change to management for consideration and adoption. Follow-up on open topics, may lead implementation.
• Provides technical leadership on transactional and/or technical questions and processes including areas related to ERP functionality and other systems and processes used by Customer Service teams. Provides timely feedback to Information Systems and Leadership on any systems issues.
• Provides direction and coaching to employees. May back up his/her supervisor on occasion.
• Supervise work schedules, PTO, staffing levels to ensure customer calls, e-mail requests and other forms of external and internal customer contact and requests are handled appropriately and within defined goals.
• Monitors workload, volumes, and prioritizes within order source queues. Processes customer orders submitted via multiple channels, including phone, fax, and email as necessary
• Responsible to ensure revenue orders are released and invoiced timely to achieve stablished division revenue goals
• May act as trainer for new Hires and others, answering questions and sharing information.
• May participates in hiring process by participating in interviews, candidate selection and new hire onboarding process.
• Provides training to new employees and provides updated business process communications and or materials. Develops training material and executes training on subject matter to Customer Service team
• 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. Ensure documentation meets the division quality standards
• Lead (organize, plan, direct and control) his/her customer service team members to achieve the expected goals and Customer Service indicators. Motivates and energizes personnel to obtain top performance.
• Support a continuous improvement environment for department processes including order processing and invoicing transactions, returns processing, backorder processing, credit requests, and new product launches.
• Addresses employee performance issues in a timely manner; prepares and presents performance evaluations to all staff members.
• May be assigned to lead and execute projects within the Customer Service department

Shift: Admin (Monday – Friday from 8:00 am to 5:00 pm)

On-Site position

Required Qualifications

• Bachelor’s degree
• Advanced commands of English
• +3 years of experience in a customer service position.
• +1 years of supervisory experience
• Demonstrated experience to train and mentor others.
• Experience working within a team and as an individual contributor in a fast-paced, changing environment.
• Experience to leverage and/or engage others to accomplish projects.

Preferred Qualifications

• SAP experience.
• Experience in Customer Service within the Medical Device Industry
• Experience working in a broader enterprise/cross-division business unit model

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.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.