Abbott

Customer Service Supervisor I (BB-565B1)

Encontrado en: Neuvoo CR

Descripción:

MAIN PURPOSE OF ROLE

Leads a team of Customer Service Representatives in day to day operations of Abbott. Under minimal supervision trains motivates and coachs employees to continuously improve the quality and productivity of department output and introduce innovative methods to support this effort. Supervise work schedules, PTO, staffing levels to ensure customer calls, e-mail requests and other forms of external and internal customer contact and requests are handled appropriately and within defined goals.

MAIN RESPONSIBILITIES

  • Work closely with the distribution center to ensure priorities and exceptions are clearly understood. Escalate any cases to management as required

  • Proactively communicates to his/her supervisor about open cases and/or escalations to ensure priorities and exceptions are clearly set and solutions are in place.

  • Serves as a procedural expert to support the CSR's and customers. Acts as a knowledge source for team members to escalate problem solving and/or issues. Creates and makes proposals for change to management for consideration and adoption. Follow-up on open topics, may lead implementation.

  • Provides technical leadership on 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.

  • Provides direction and coaching to employees. May back up his/her supervisor on occasion.

  • Supervise work schedules, PTO, staffing levels to ensure customer calls, e-mail requests and other forms of external and internal customer contact and requests are handled appropriately and within defined goals.

  • Monitors workload, volumes, and prioritizes within order source queues. Processes customer orders submitted via multiple channels, including phone, fax, and email as necessary

  • Responsible to ensure revenue orders are released and invoiced timely to achieve stablished division revenue goals

  • May act as trainer for new Hires and others, answering questions and sharing information.

  • May participates in hiring process by participating in interviews, candidate selection and new hire onboarding process.

  • Provides training to new employees and provides updated business process communications and or materials. Develops training material and executes training on subject matter to Customer Service team

  • Ensures that all customer service employees are trained and documentation meets the division quality standards. Identifies general team and specific individual needs for training and education to support both team goals and individual employee development. Ensure documentation meets the division quality standards

  • Lead (organize, plan, direct and control) his/her customer service team members to achieve the expected goals and Customer Service indicators. Motivates and energizes personnel to obtain top performance.

  • Support a continuous improvement environment for department processes including order processing and invoicing transactions, returns processing, backorder processing, credit requests, and new product launches.

  • Addresses employee performance issues in a timely manner; prepares and presents performance evaluations to all staff members.

  • May be assigned to lead and execute projects within the Customer Service department

  • Support all Company initiatives as identified by management and in support of Quality Management Systems (QMS), Environmental Management Systems (EMS), and other regulatory requirements.

  • Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements, Company policies, operating procedures, processes, and task assignments. Maintains positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.

  • QUALIFICATIONS

  • Bachelor’s Degree, Having successfully covered at least 50% of the curriculum at the university with at least 5 years of working experience

  • +3 years of experience in a customer service position.

  • +1 years of supervisory experience.

  • Demonstrated experience to train and mentor others.

  • Experience working within a team and as an individual contributor in a fast-paced, changing environment.

  • Experience to leverage and/or engage others to accomplish projects.

  • Ability to travel approximately 15%, including internationally.

  • Regularly scheduled overtime is a requirement of this position

  • Advanced commands of English / Required

  • Preferred Qualifications & Education

  • SAP experience.

  • Experience in Customer Service within the Medical Device Industry

  • Experience working in a broader enterprise/cross-division business unit model

  • calendar_todayhace 4 horas

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    location_onAlajuela, Costa Rica

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