Customer Service Group 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:

 

Customer Service Group Team Lead 

 

 

Leads a team of Customer Service personnel within the United States Structural Heart 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, Five9Telephony software, Outlook Email, internal Order Management Queue (OMQ) and other interfaces the team interacts with on a regular basis. Is a Technical Leader of team (s) 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 Distribution, Quality, Regulatory, Sales Operations 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 on a daily basis with employees, internal and external customers and other SJM departments who support the customers directly or indirectly. 

 

Working independently and offering guidance in team environment in collaboration with Customer Service supervisor/manager, a Team Lead supports leadership on a daily basis 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 Structural Heart Customer Service department. 

 

Job Duties: 

 

Responsibilities 

 

Leadership 

 

• 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