Team Manager Customer Service Ops

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.

     

JOB DESCRIPTION:

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’ll also have access to:

• Career development with an international company where you can grow the career you dream of .
• 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 Columbus, OH location in the Nutrition Division. Our nutrition business develops science-based nutrition products for people of all ages, from helping babies and children grow, to keeping adult bodies strong and active. Millions of people around the world count on our leading brands – including Similac®, PediaSure®, Pedialyte®, Ensure®, Protality® and Glucerna®– to help get the nutrients they need to live their healthiest life.

Team Manager,  Customer Service manages a third party call center  and customer service group as well as well as training, audit  and customer master responsibilities. Implements activities for Customer Service function by overseeing personnel, directing operations, and following-up on transactions to ensure department standards are observed. Manages all aspects of customer service for customers, field sales organizations and patients. Supervises activities of customer service personnel in receiving and processing orders/requests for products to ensure expeditious, timely, and cost effective delivery while remaining in compliance with the regulations.

What You’ll Work On

·       Develops customer service personnel by supporting the development of knowledge, skills, and abilities with appropriate training, assigning progressively challenging tasks, and fully supporting Abbott's customer service objectives.

·       Conducts formal written and verbal performance reviews based on defined objectives, goals, and performance information. Applies progressive disciplinary action to staff members not meeting established work rules and standards to ensure the company's operating efficiency and profitability.

·       Implements a staffing plan to support business requirements and metric goals. This includes order management goals, talk time on phone calls, number of calls taken, and supporting the training and audit requirements of the division.

·       Prepares reports and analysis by compiling data, explanations, projections, and relevant information to support goal/metric achievements and handle any crisis situations that may arise.

·       Monitors compliance of documents, policies, and procedures with regulations by ensuring all required documentation is complete, correct revisions are in use, policies and procedures are adhered to, and all necessary records are maintained and controlled according to validated procedures.

·       Interacts with internal and external customers by meeting regularly, responding to requests, and explaining procedures to ensure operat