Abbott
Job title:
Customer Service Team Lead
Company
Abbott
Job description
JOB DESCRIPTION:About AbbottAbbott 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 113,000 colleagues serve people in more than 160 countries.Abbott serves the Irish market with a diverse range of healthcare products, including diagnostics, medical devices, and nutritional products. In Ireland, Abbott employs over 6,000 people across ten sites. We have seven manufacturing facilities located in Clonmel, Cootehill, Donegal, Kilkenny, Longford, and Sligo and a third-party manufacturing management operation in Sligo. Abbott has commercial, support operations, and shared services in Dublin and Galway. We have been operating in Ireland since 1946.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 the treatment and management of diseases and other conditions. IDEM is an over a billion-dollar business unit that now support significate growth for Abbott in COVID-19 related products in over 70+ countries.PURPOSE OF THE JOBTo manage, empower and motivate a team of Customer Services Specialists with particular responsibility for ensuring our customer promise is met and exceeded. To develop a team-based culture with particular focus on continuous improvement opportunities that will drive a better customer experience in a compliant and efficient manner. The team leader will be expected to manage the team along with carrying out the duties of a Customer Service Specialist as required.MAJOR RESPONSIBILITIESCarries 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 consequences which may occur from the improper performance of their specific job.Perform other duties and projects as assigned.Responsible for the Performance management of the team, ensuring that the team’s performance is managed and aligned with Yearly Goals, Commercial targets and overall metric performance and that team members receive relevant and timely feedback on an ongoing basis.Organizing the workload for the team and ensuring that the right resources are available and trained to the highest standard.Measure, monitor and report on established Customer service KPI’s ensuring that they are met on an on-going basis. Implementation and tight control of a Tiered review process (Daily team / Daily site /Weekly / Monthly etc) that manages all aspects of the business to ensure that team issues are dealt with at the appropriate level and in a timely manner. Full understanding of how the team’s performance feed into overall function, site and organizational metrics.Collaborate with various stakeholders (Commercial, Quality, Transportation, Senior Leadership etc) to ensure that their business requirements are fulfilled by your team.Continuously reviewing opportunities to streamline processes and implement IT or system changes that will drive efficiencies and improve our customers experienceWork closely with the Customer Service Support Specialist facilitating the induction and training of all team members, ensuring that the highest levels of training are delivered and measured.Review compliments and complaints on a weekly basis and implement corrective actions to measurably improve the customer’s experience.Collaborate and share best practice with other team leads in Abbott Galway and US Shared Services Centre ensuring consistent and up to date knowledge of all business processes.Partner with the QA/RA function to ensure adherence to the Quality Management System is at the core of all Customer service activitiesEnsure training policy, procedures and activities support successful ISO audits.Keep appropriate records of all training activities and ensure such records meet and exceed any audit requirements/standards.EDUCATION & COMPETENCIESA proven record of delivering exceptional customer service.Strong analytical skills, excellent attention to detail and good business judgment.Effective communicator, both articulate & verbally presentable with the ability to drive collaboration and performance of remote teams.Excellent interpersonal skills with an ability to achieve results through influencing others and maintaining strong links other departments.Self-starter, possesses flexibility and ability to work under pressure in a fast-changing environment and ambiguous situations.Strong record of developing and implementing procedures.Positive attitude, team player with a high level of initiative, energy and enthusiasm.Minimum 3 years’ experience managing customer service teams.Experience in establishing a “Best in Class” Shared Service Centre for Customer Service with a focus on continuous improvement and KPI’s.Demonstrated success in managing and coordinating a multi-skilled team in performance and productivity.Proven track record in delivering KPI’s in a changing environment.SAP ERP and CRM experience is a distinct advantage.Experience delivering change initiatives and facilitating change in a customer focused organization.Solid understanding of and experience in sales distribution and logistics.Excellent Project management and report writing skills essential.Third level relevant business qualification or associated discipline.Advanced Excel desirable, PowerPoint skills.Strong communicator with experience dealing with all levels of the organization.Connect with us at or , on LinkedIn at , on Facebook at and on Twitter .The base pay for this position is N/AIn specific locations, the pay range may vary from the range posted.JOB FAMILY: Customer ServiceDIVISION: RMDx Rapid and Molecular DiagnosticsLOCATION: Ireland
Galway : Parkmore East Business ParkADDITIONAL LOCATIONS:WORK SHIFT: Ie – 37.5Hst0 (Ireland)TRAVEL: NoMEDICAL SURVEILLANCE: NoSIGNIFICANT WORK ACTIVITIES: Not Applicable
Expected salary
Location
Galway
Job date
Sat, 01 Mar 2025 01:46:30 GMT
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