Customer Service Supervisor

Position Summary

Point-of-care diagnostics is a growing and dynamic industry helping to improve clinical and economic outcomes globally. Abbott brings you a variety of expert viewpoints on new innovations, insights, and impacts that are shaping the future of diagnostics around the world. Abbott Rapid Dx North America, LLC’s Orlando site is part of Global Business Services (GBS) within the Abbott Rapid Diagnostics Division. We have a global accountability to delivery an exceptional customer experience and create business value through compliance, standardization and data analytics. The GBS group fosters a collaborative, team focused and winning environment where employees are accountable and encouraged to develop themselves.

The Customer Service Supervisor acts as a member of the leadership team within GBS Manila and effectively support Customer Service through coaching, problem solving and process improvement. The Supervisor represents Customer Service while working with various internal and external customers. Is responsible for a variety of sales support and order processing functions to facilitate business objectives. The Supervisor is responsible for ensuring on-going compliance with procedures, implementing continuous improvement, assessing employee productivity and quality by providing guidance, training and leadership daily. This position is responsible for the adherence of all procedures and Service Level Agreements (SLAs) established by

Abbott Rapid Dx North America, LLC.

Duties And Responsibilities

• Manage the domestic teams of customer service representatives for both the US and Europe; provide leadership and guidance for all staff
• Ensure all customer service representatives understand and comply with all policies and procedures
• Assume ownership and responsibility for data accuracy of all processed sales orders by reviewing trends from data processed and implementing quality mechanisms and controls
• Stay current with any account changes in contact information, inventory requirements, order requirements, etc.
• Analyze internal operations and procedures and recommend proper changes and improvements as needed
• Provide Training and Skill Development plans for all employees in department
• Develop employees, conduct performance reviews and corrective actions when necessary
• Work with leadership to support employees and increase overall customer satisfaction
• Act as support and backup for Customer Service Manager; represent department at meetings
• Execute applicable Quality System processes and monitor the accuracy of service provided
• Communicate the importance of the Quality System to all employees and report on its effectiveness
• Support Sarbanes Oxley (SOX) compliance
• Other duties as assigned
  
  

Key Position Competencies

• Customer Focus
• Delegation
• Developing Direct Reports
• Directing Others
• Functional/Technical Skills
• Priority Setting
• Problem Solving
• Process Management
  
  

Minimum Qualifications

• Must be proficient in MS Office including Excel, Word and Outlook
• Must have good keyboarding and typing skills
• Must be able to multi-task and meet deadlines
• Must have strong analytical and problem-solving skills
• Must have excellent interpersonal skills
• Must be able to communicate professionally
• Must be able to react to situations with a strong sense of urgency
• Must be able to make independent judgments, which have minor impacts on the organization
• Must be willing to work night shift
  
  

Education & Experience

• Must possess at least College/Bachelor's Degree
• Minimum two years supervisor experience required
• Minimum two years of working experience in customer service or related field required
• Knowledge of SAP or ERP applications required