International Customer Service Manager - Global Business Services - #116435
Point-of-care diagnostics is a growing and dynamic industry helping to improve clinical and economic outcomes globally. Abbott brings a variety of expert viewpoints on new innovations, insights, and impacts that are shaping the future of diagnostics around the world.
Customer Service APAC is part of Global Business Services (GBS) within the Abbott Rapid Diagnostics Division. GBS has a global accountability to deliver 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 Manager is responsible for the oversight of all representatives for Customer Service APAC. This position is responsible for overall management of the department, ensuring that the team meets or exceeds requirements, standards and productivity measures. This position is responsible for the adherence of all procedures and Service Level Agreements (SLAs) established by Customer Service APAC.
Duties and Responsibilities
Manage the Customer Service APAC team and provide leadership and guidance for all order management staff
Assume ownership and responsibility for data accuracy of all processed master data and sales orders by reviewing data processed and implementing quality mechanisms and controls
Work as a liaison with other departments to ensure all escalated order issues are being communicated in a timely manner
Serves as Point-of-Contact for procedural updates, changes and/or new process roll-out
Identifies issues that need to be escalated appropriately and offers suggestions for resolution.
Assists in the delegation of tasks and proposes streamlined workload assignments.
Mentors new agents while maintaining and/or exceeding current performance level.
Skilled in working on complex assignment or project
Skilled in maintaining constant control of workload and inventory, handling complex and sensitive issues successfully.
Participates in special projects, has strong customer focus and shares available resources to ensure prompt customer satisfaction.
Influences, oversees and provides guidance on internal workflows.
Documents process or action steps identified through actual work, process gaps, calibration and/or floor support
Facilitates or assists refreshers or documentation related tasks on areas of expertise or project.
Influences implementation of process improvements.
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
Developing Direct Reports
Must be proficient in Microsoft 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 the related field required
Knowledge of SAP or ERP applications preferred