PURPOSE OF THE JOB
•Management of a part of the country Customer Service department in order to provide internal and external customers with best possible service in terms of order processing, pricing and billing inquires, service requests and customer complaints
•The Team Lead will train, motivate and coach Customer Service Representatives to continuously improve the quality and productivity of department output and introduce innovative methods to support this effort
•Assure team compliance with internal processes and procedures (e.g. ABBOTT Quality System) and with the applicable legislation
•Strategic development of the country Customer Service department and service activities
ROLES & RESPONSIBILITIES
•Set goals which align to department plans and manage the execution of the goals
•Hires and retains a diverse, highly qualified Customer Service staff and provides ongoing performance feedback.
•Monitor and manage department/ individual goals and objectives
•Ensure all Customer Service employees are trained, and documentation meets the division quality standards
•Develop a continuous improvement environment for department processes including order processing (EDI and Esker), returns processing, backorder processing, credit requests and new product launches
•Identify and work on process improvements
•Maintain a safe and professional work environment
•Supervise work schedules, PTO, staffing levels to ensure customer calls, fax orders, e-mail requests and other forms of external and internal customer contact and requests are handled appropriately and within defined goals
•Support all company initiatives as identified by management and in support of Quality Management Systems (QMS), Environmental Management Systems (EMS) and other regulatory requirements
•Comply with local regulations, other regulatory requirements, company policies, SOX legal requirement, operating procedures, processes and task assignments
•Ensure transactions in our ERP system are processed in accordance to documented procedures embedded in the ABBOTT QA system. Monitor violations and issue corrective actions towards processes and/ or people
•Monitor service complaints and issue corrective actions for local complaints
•Maintain positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors
•Develop strong and efficient communication inside the team and with other departments especially Sales
•Initiate, lead or supervise assigned projects
•Perform other related duties and responsibilities, on occasion, as assigned
•Represent the Customer Service organisation in the local country organisation and in country management meetings
• Supports the Regional Customer Service Manager by managing or executing EMEA
or regional projects/ Customer Service activities
EDUCATION & COMPETENCIES
• High School diploma or equivalent required
• 5-7 years of Customer Service/ Contact Center experience
• International management experience is a plus
• Experience of the medical device industry
• Fluent in English and at least one other European language
• Experience working in a broader enterprise/cross division business unit model
preferred
• Ability to work in a highly matrixed and geographically diverse business
environment
• Leadership skills, including the ability to set goals and provide positive and
constructive feedback respectfully to build positive relationships and improve
business results
• Demonstrated ability to train and mentor others required
• Ability to work effectively within a team in a fast-paced changing environment
• Strong verbal and written communications with ability to effectively communicate
at multiple levels in the organization
• Multi-tasks, prioritizes and meets deadlines in timely manner
• Team player
• SAP experience is a plus
• 10-20% of travel required
#J-18808-Ljbffr