Customer Service Ops Analyst

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:

The Opportunity

Global Business Services (GBS) within the Abbott Rapid Diagnostics Division (ARDx) has a global accountability to deliver an exceptional customer experience and create business value through compliance, standardization, and data analytics. GBS fosters a collaborative, team-focused and winning environment where employees are accountable and encouraged to develop themselves.   

The Customer Service Ops Analyst is responsible for data gathering, visualization, process modeling and financial analysis actions that ensure the Customer Service Ops team’s business needs are met in coordination with Commercial business objectives. 

   

What You'll Do 

• Carries out duties in compliance with established business policies and procedures.  

• Demonstrates commitment to the development, implementation, and effectiveness of applicable Quality Processes as per ISO, FDA, and other regulatory agencies.  

• Responsible for exhibiting professional behavior with both internal/external business associates that reflects positively on the company and is consistent with the company’s policies and practices.  

• Responsibility to understand and maintain awareness of the quality practices and systems. 

• Map existing processes to identify inefficiencies and potential areas for improvement.  

• Collect and analyze data from various sources (internal systems, market research, customer feedback) and create clear and impactful reports and dashboards.  

• Assist in Project Support and Data Analysis. 

• Analyze financial data to provide insights for financial decision-making.  

• Review and improve analytics processes, methods, and tools to increase efficiency, accuracy, and performance.  

• Analysis of trends and Gross Margin impacts and Value Creation.  

• Work as needed with internal departments to collect data, develop, and implement strategies.  

• Maintain required knowledge of all Abbott Systems including, but not limited to, SAP, Esker, Agile, Metro, and SharePoint, PowerBI and Excel to accurately provide information to all inquiries and follow business guidelines.  

• Understanding of business processes, key performance indicators (KPIs), and industry trends.  

• Prepares reporting presentations with month end, quarterly and any adhoc financial business requests, trending, and data analysis.  

• Maintains strict confidentiality and safeguards sensitive information. 

Required Qualifications

• Bachelor's Degree preferred with 3 years of operations, process improvement or quality experience or High School Diploma and 7 years experience

• Excellent attention to detail, well-organized, highly accountable, and self-motivated. 

• Excellent analytical insight, prioritization, and problem-solving skills. 

• Experience pr