Customer Service Team Lead - Global Business Services

Customer Service Team Lead - Global Business Services page is loaded

Customer Service Team Lead - Global Business Services

Apply locations Philippines - Taguig City time type Full time posted on Posted 5 Days Ago job requisition id 31073646

JOB DESCRIPTION:

Abbott Rapid Diagnostics is part of Abbott’s Diagnostics family of businesses, bringing together exceptional teams of experts and industry leading technologies to support diagnostic testing which provides important information for treatment and management of diseases and other conditions. The position of CS Team Lead acts as a member of the leadership team within the Customer Service Department and effectively supports the Customer Service Supervisor through coaching, problem solving and process improvement. RESPONSIBILITIES:

• Supervise and support Order Intake Team in day-to-day operations
• Responsible for recognizing and suggesting methods to improve area operations, efficiency and service to both internal and external customers
• Provide productivity feedback and coaching on a regular basis to each team member
• Investigate issues and recommend solutions to management as necessary regarding order problems, customer issues or any area of concern
• Create, update and implement job related SOPs
• Provide support for team representatives in problem solving and general information
• Act as support and backup for Assistant Manager (API)
• Represent department as needed at meetings
• Provide direction for Training and Skill Development plans for all employees in department
• Communicate proactively with internal and external customers in a professional, positive and courteous manner
• Work with Customer Service Support Supervisor to ensure that accurate customer information is maintained in SAP
• Stay current with any account changes in contact information, inventory requirements, order requirements, etc.
• Execute applicable Quality System processes and monitor the accuracy of service provided
• Keep Support Supervisor and Assistant Manager (API) informed of all changes, issues and potential concerns of customer accounts
• Keep up-to-date on products, inventory, promotions, etc. that are necessary to provide customers with exceptional customer service
• Support Sarbanes Oxley (SOX) compliance
• Other duties as assigned

BASIC QUALIFICATIONS | EDUCATION:

• Must possess at least College/Bachelor’s Degree
• Must have a customer service background, preferably in the healthcare industry
• 1-2 years supervisory experience in a customer service environment a plus
• SAP or other ERP system experience a plus

PREFERRED QUALIFICATIONS:

• Must be proficient in MS Word, Excel and Outlook – intermediate to advance skill level
• Must have good keyboarding and typing skills
• Must have excellent interpersonal skills
• Must be detail-oriented, a critical-thinker, experienced at investigating and resolving complex issues
• Must be able to effectively collaborate with others
• Must be able to work independently and on a team
• Must be able to work effectively in a fast-paced environment with shifting priorities
• Must have excellent verbal and written skills

COMPETENCIES:

• Functional/Technical Skills
• Problem Solving
• Time Management
• Drive for Results
• Managing and Measuring Work
• Interpersonal Savvy
• Written Communications
• Customer Focus

An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce. The base pay for this position is N/A In specific locations, the pay range may vary from the range posted.

JOB FAMILY:

Customer Service

DIVISION:

ARDx Abbott Rapid Diagnostics

LOCATION:

Philippines > Taguig City : Five/Neo Building

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

Not specified

MEDICAL SURVEILLANCE:

Not Applicable

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)

About Us

The people of Abbott come to work each day with relentless energy, enthusiasm and a promise to enhance the health and well-being of millions of people. They push the boundaries to help manage and treat some of life’s greatest health challenges. We invite you to explore opportunities at Abbott , to see if your talents and career aspirations may fit with our openings. An equal opportunity employer, Abbott  welcomes and encourages diversity in our workforce. #J-18808-Ljbffr