Team Lead, Customer Service

Company: Abbott Laboratories
Location: Saint Paul
Posted on: April 9, 2021

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