Team Lead

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:

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and your 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.

• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.

• An excellent retirement savings plan with a 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 worldwide 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 the best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

Customer Service Group Team Lead leads a team of Customer Service personnel within the Americas Division of Abbott Laboratories. 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.

The Lead will be considered the Subject Matter Expert for team on SAP, Five9 Telephony software, Outlook Email, internal Order Management Queue (OMQ) and other interfaces the team interacts with on a regular basis.

The Lead is a Technical Leader and is first point of contact for any problems or issues encountered by the team. Understands the urgency of issues and when and where to escalate. Works with Sales Operations, Pricing and Contracts, Distribution, Quality, Regulatory and other internal departments to reconcile problems and facilitate special and/or unusual requests for transacting.

Embodies the vision, mission and guiding values/principles of the department and division and promotes such daily with employees, internal and external customers and other Abbott departments who support the customers directly or indirectly.

Working independently and offering guidance in team environment in collaboration with Customer Service manager, a Team Lead supports leadership daily for the team/department. This position requires developing rapport with team, customers, and field sales/clinical personnel via verbal and written communication. Trains and/or mentors newer employees. Will be assigned to assist on projects requiring more direct and diverse experience and expertise within the Customer Service department.

What You’ll Work On

• 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.
• Provides 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. Provides 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
• 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
• Partners with and supports major programs, projects or product launches from a Customer Service perspective.
• Responsible for developin