Supervisor Customer Service

Supervisor Customer Service, supervises the operations within Customer Service with responsibility for implementing processes and systems that produce high quality customer service in the most cost-effective manner. Responsible for leading, coaching and developing the team members in the Customer Service department. Develops and maintains strong working relationships with external and internal customers to ensure excellent service levels.

• Implements a staffing plan by identifying resource requirements, writing justifications for additional personnel, obtaining approval for changes from a supervisor, and coordinating the selection process in conjunction with Human Resources to ensure required staffing levels are maintained and company policies and procedures are upheld
• Develops direct reports by, assessing knowledge, skills and abilities (KSA's), securing appropriate training to address training needs, assigning progressively challenging tasks, applying progressive disciplinary action as needed, and conducting formal written and verbal performance reviews on the basis of predetermined objectives and performance information obtained from multiple sources, to communicate strengths and development needs to employees
• Develops work schedules for department by assessing priorities, workload and available resources, to ensure that work is completed on time and that established standards of quality are met
• Monitors compliance of department documents, policies and procedures with regulations, by ensuring that required documentation is complete, correct revisions are in use, policies and procedures are understood and adhered to, and records are maintained and controlled according to validated procedures
• Maintains personnel records (e.g., work schedules, vacation schedules, leaves) and makes or directs modifications in the database to reflect actual changes to ensure that accurate information is available and that records are in compliance with company policies and procedures
• Interacts with internal and external customers (suppliers, contractors, consultants, regulatory agencies, or legal representatives), by meeting regularly, responding to requests, and explaining procedures, to ensure operations are in compliance, promote positive business relationships, and ensure that company interests are represented
• Monitors internal/external business indicators by reading organizational literature to identify current practices/industry standards, departmental reports and soliciting input (staff, suppliers, internal/external experts), to develop recommendations that enhance operating efficiency and improve the company's competitive advantage
• Oversees area activities by providing direct supervision to personnel (e.g. daily inspections, trouble-shooting, mediating conflicts, resolving conflicting work priorities, and formulating corrective actions), to ensure the timely and effective completion of tasks and alignment of area and company goals and objectives
• Makes day-to-day decisions that impact the area, by analyzing situations, considering alternative solutions, and reaching conclusions that are in alignment with company regulations and policies

• Bachelors Degree (± 16 years) Related field or an equivalent combination of education and work experience
• Minimum 4 years of related work experience

• Free medical coverage in our Health Investment Plan (HIP) PPO medical plan
• 401k matching
• Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit
• FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree

Abbott 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 114,000 colleagues serve people in more than 160 countries.