Supervisor, Customer Service

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.

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
• 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 Opportunity

This position works out of our Lillehei location in St. Paul, Minnesota in the EP division.

In Abbott’s Electrophysiology (EP) business, we’re advancing the treatment of heart disease through breakthrough medical technologies in atrial fibrillation, allowing people to restore their health and get on with their lives.

As the Supervisor, Customer Service youll have the chance to supervise the operations within Customer Service with responsibility for implementing processes and systems that produce high quality customer service in the most cost-effective manner. You are responsible for leading, coaching and developing the team members in the Customer Service department. You will develop and maintain strong working relationships with external and internal customers to ensure excellent service levels.

What You’ll Work On

• Supervises the work of staff members, including monitoring and evaluating daily performance coaching, training, and motivating staff to raise performance levels.
• Addresses employee performance issues in a timely manner prepares and presents performance evaluations to all staff members.
• 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.
• Participates in the creation of department and individual goals and objectives and drives performance to reach goals. Provide growth opportunities for general team and individual goals for development.
• Ensures that all 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.
• Participates on cross-functional teams representing customer service as a key contributor.
• Responsible for the accuracy of order processing and ensuring strict compliance with SOX key controls ensuring the Customer Service teams adherence to business practices, policies, and procedures.
• 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.
• Supports all Company initiatives as identified by management and in support of Quality Management Systems (QMS), Environmental Management Systems (EMS), and other regulatory requirements.
• Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements, Company policies, operating procedures, processes and task assignments. Maintains positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.
• Performs other related duties and responsibilities, on occasion, as assigned.

Required Qualifications

• High School diploma required.
• 3-5 years of Customer Service or equivalent experience.
• Experience with ERP and CRM systems.
• Ability to work in a highly matrixed and geographically diverse business environment.
• Ability to work effectively within a team in a fast paced, changing environment.
• Strong leadership skills, including the ability to set goals and provide positive and constructive feedback to respectfully build positive relationships and improve business results.
• 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.

Preferred Qualifications

• College degree preferred.

Apply Now

• Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com

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.

The base pay for this position is $57,300.00 – $114,700.00. In specific locations, the pay range may vary from the range posted.