Team Lead, Customer Service
Company: Abbott Laboratories
Location: Saint Paul
Posted on: April 9, 2021
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Job Description:
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 109,000 colleagues
serve people in more than 160 countries.Team Lead - Customer
ServiceOur business purpose is to restore health and improve
quality of life through the design and provision of device and
management solutions for the treatment of structural heart disease.
We aim to lead the markets we serve by requiring the solutions we
offer customers provide an improved benefit/risk profile as
compared to existing standards of care; a performance threshold
that by definition, guides and ensures the productive output of our
engineering, business development, and clinical research efforts
result in outcomes that advance the standard of care.WHAT YOU'LL DO
WORKING HOURS: 10:30 am - 7:00 pm. The Lead will be considered the
Subject Matter Expert for team on SAP, Outlook Email, internal
Order Management Queue (OMQ) and other interfaces the team
interacts with on a regular basis. Works with Distribution,
Quality, Regulatory, Sales Operations and other internal
departments to reconcile problems and facilitate special and/or
unusual requests for transacting. Leadership* Leads a team of
Customer Service personnel within Abbott. This position is First
Level leadership within Customer Service and is required to provide
"hands on" support to fulfill daily business requirements. This
position does not have direct reports.* Acts as focal point for the
Customer Service Department for members to escalate problem solving
and/or issues to and creates/makes proposals to management for
consideration and adoption. Leads the implementation.* Provide
technical leadership to Customer Service team(s) for transactional
and/or technical questions and processes including areas related to
ERP functionality and other systems and processes used by Customer
Service teams. Provide timely feedback to Information Systems and
Leadership on any systems issues.* May act as trainer for others,
answering questions and sharing information. Works with Customer
Service leadership team and Business Process team in the evaluation
and analysis of ongoing training needs for Team.* Supports a
continuous improvement environment for department processes
including order processing and invoicing transactions, returns
processing, backorder processing, credit requests, and new product
launches* Monitors work flow, volumes, and prioritizes within order
source queues.* Follows up and resolves discrepancies, credit
holds, training requirements or product availability issues in a
timely manner. Ensures proactive communication to our customers on
order status, expected release dates or requirements needed to
fulfill order.* Performs advanced Inventory transactions which are
more complex in nature and may require expanded and creative
solutions not in line with normal processing. Provides inventory
tracking and support for all company devices. Manages allocations
cross functionally and provides direction to team on shipments.
Manages, oversees and reports on clinical demo/training shipments
and reservations. Establishes protocol to proactively communicate
delays to customers and provide feasible solutions to assist
customers in receiving product(s) in timely manner. * Maintains and
updates system access requirements for Team to facilitate
successful onboarding of new hires. Provides timely feedback to
Information Systems on any systems issues. Troubleshoots issues
with ERP system functionality to address needs of the Customer
Service department. Researches ERP system functionality to address
evolving business needs of the Customer Service Department.
Performs updates to ERP or CRM Database in support of Customer
Service programs, processes and data management* Handles after
hours delivery and technical question coordination (after hours
pager).* Oversees the maintenance of Accounts and Key Account
Contacts within the ERP and CRM Databases, including maintenance,
updates, reporting, duplicate resolution and regular auditing.*
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.
Ensure all CSR's are properly trained; identify deficiencies and
opportunities in specific or overall training needs for individuals
and the team and ensure documentation meets the division quality
standardsCommunication* Proactively communicates and interacts with
internal and external customers to ensure priorities and exceptions
are clearly understood.* Maintains and models positive and
cooperative communications and collaboration with all levels of
employees, customers, contractors, and vendors.* Handles complex
issues and resolves and/or facilitates resolution of problems
including identifying causes to prevent re-occurrence. Analyzes and
interprets the customer requirements and assists the team in
developing creative and feasible solutions working with other
related personnel when problems and/or inquiries arise.* Leads
cross functional project teams, representing Customer Service, that
are complex in nature where considerable judgment and initiative
are required in resolving problems and making recommendations.*
Manages assignments where considerable judgment and initiative are
required in resolving complex problems and making recommendations.
* Provides direction and coaching to employees. May back up
Customer Service Supervisor or Manager on occasion.EDUCATION AND
EXPERIENCE, YOU'LL BRING Required * 5 years or more of demonstrated
experience in a customer service or closely related environment.*
Leadership Experience* SAP Experience* AA/AS College degree or
other specialized training/equivalent related experienceWHAT WE
OFFER At Abbott, you can have a good job that can grow into a great
career. We offer: * Training and career development, with
onboarding programs for new employees and tuition assistance *
Financial security through competitive compensation, incentives and
retirement plans * Health care and well-being programs including
medical, dental, vision, wellness and occupational health programs
* Paid time off * 401(k) retirement savings with a generous company
match * The stability of a company with a record of strong
financial performance and history of being actively involved in
local communities Learn more about our benefits that add real value
to your life to help you live fully:? www.abbottbenefits.com Follow
your career aspirations to Abbott for diverse opportunities with a
company that provides the growth and strength to build your future.
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.
Keywords: Abbott Laboratories, St. Paul , Team Lead, Customer Service, Hospitality & Tourism , Saint Paul, Minnesota
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