Customer Service Supervisor

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 114,000 colleagues serve people in more than 160 countries.

The Opportunity
Assists supervisor/manager with the management of daily activities over a group of agents, representatives, or similar positions that handle customer service inquiries and problems via the telephone and sometimes e-mail.
Provides direction and guidance to less experienced team members.
Recognizes and recommends areas needing improvement.

What Youll Do

• Applies advanced knowledge and skills in Customer Service.
• Handles customer service inquiries and problems via the telephone and/or email recording consistent problem areas.
• Customer service is the primary function, but may include minimal selling or promotion of products or services.
• Calls are non-routine but require deviation from standard screens, scripts and procedures.
• Handles situations which may require adaptation of response or extensive research according to customer response.
• Uses computerized system for tracking, information gathering, and/or troubleshooting.
• Requires extensive knowledge of company, products, and/or services.
• May required advanced problem-solving.
• May assess needs and suggest/promote alternative products or services.
• Creates and executes project work plans and revises as appropriate to meet changing needs and requirements.
• Works closely with internal departments to understand quality and commercial requires for call handling in the Customer Service area.
• Acts as liaison between internal groups and the contact center to ensure compliance and customer service excellence are achieved.
• Trend and analyze quality and/or commercial data from a variety of data sources. Present using PowerPoint format and recommend actions based on data trends.
• Assists Manager(s) with day-to-day operational aspects of quality and/or commercial programs.
• Represent customer service on cross-functional teams responsible for commercial and/or quality programs.
• Manage escalated cases including sourcing information to address customers issues, corresponding with customer, recommending actions for a positive outcome customers and strategic partners.
• Participates in marketing strategy and planning activities and often offers ideas on new opportunities to increase customer retention and improve the customer experience.
• Requires ability to navigate a computerized data entry system or other relevant applications.
• Monitors and reviews existing processes.
• Independent on meeting operational objectives and requires only general guidelines.
• May assist in scheduling and coordinating team activities.
• Handles escalated and unresolved calls from less experienced representatives.
• Typically provides input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
• Responsible for the implementation, maintenance and reporting of specified Sales, Marketing and CRM Service Programs for the United States by working with internal customers such as Sales and Marketing, internal customers.
• Project management related to Customer Service quality and commercial operations
• Data trending and analysis of quality or commercial data
• Responsible for performing all activities and assigned projects within budget, to the highest quality possible.
• Meeting project milestones and delivering final program on-time while delivering to program defined requirements.

Required Qualifications

• Bachelors Degree in related field.
• One to three years of experience, and some experience as a senior level Customer Service Representative
• Including 2 years’ experience, driving small to medium sized projects with a cross-functional team
• Microsoft Excel Skills to facilitate data analysis and Power Point skills.
• Document and verbalize issues and have the ability to work with all levels of management
• Prior Supervisory experience is required
• Resolve and/or escalates issues in a timely fashion
• Must have the ability to manage multiple projects at one time from start to finish.
• Must have the ability to work with internal stakeholders and manage outside vendors, keeping them on track and meeting all deadlines with high quality results.

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’ll also have access to:

• Career development with an international company where you can grow the career you dream of .
• Free medical coverage for employees* via the Health Investment Plan (HIP) PPO
• Health care and well-being programs including medical, dental, vision, wellness and occupational health programs, Medical Benefits start day 1
• Vacation – 3 weeks of accrued vacation (1st yr is prorated) + vacation buy program + 3 personal days + 10 paid holidays
• An excellent retirement savings plan with high employer contribution
• Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit – an affordable and convenient path to getting a bachelor’s degree.
• 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 diversity, working mothers, female executives, and scientists.

The base pay for this position is $72,700.00 – $145,300.00. In specific locations, the pay range may vary from the range posted.