Group Team Lead, Customer Service

Company: Abbott Laboratories
Location: Minnetonka
Posted on: April 10, 2021

Job Description:

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 109,000 colleagues serve people in more than 160 countries.A healthy heart is essential to good health. That's why we're committed to advancing treatments for people with cardiovascular disease. As a global leader in Cardiac Rhythm Technologies, our breakthrough medical technologies help restore people's health so they can get back to living their best lives, faster. We focus on innovative technologies that can improve the way doctors treat people with heart arrhythmias, or irregular heartbeats. Our location in Minnetonka, MN currently has an opportunity for a Group Team Lead, Customer Service.Leads a team of Customer Service personnel within the Cardiac Rhythm Management division of Abbott Laboratories. This position is First Level leadership within Customer Service and is required to provide "hands on" support to fulfill daily business requirements. This position does not have direct reports.The Lead will be considered the Subject Matter Expert for team on SAP, CISCO Telephony software, Outlook Email, internal Order Management Queue (OMQ) and other interfaces the team interacts with on a regular basis. Is a Technical Leader of team (s) and is first point of contact for any problems or issues encountered by the team. Understands the urgency of issues and when and where to escalate. Works with Distribution, Quality, Regulatory, Sales Operations and other internal departments to reconcile problems and facilitate special and/or unusual requests for transacting.Working independently and offering guidance in team environment in collaboration with Customer Service supervisor/manager, a Team Lead supports leadership on a daily basis for the team/department. This position requires developing rapport with team, customers and field sales/clinical personnel via verbal and written communication. Trains and/or mentors newer employees. Will be assigned to assist on projects requiring more direct and diverse experience and expertise within the Customer Service department.WHAT YOU'LL DO Leadership* Acts as focal point for the Customer Service Department for members to escalate problem solving and/or issues to and creates/makes proposals to management for consideration and adoption. Leads the implementation.* Provides technical leadership to Customer Service team(s) for transactional and/or technical questions and processes including areas related to ERP functionality and other systems and processes used by Customer Service teams. Provides timely feedback to Information Systems and Leadership on any systems issues.* Participates in hiring process by participating in interviews, candidate selection and new hire onboarding process.* May act as trainer for others, answering questions and sharing information. Works with Customer Service leadership team and Business Process team in the evaluation and analysis of ongoing training needs for Team.* Supports a continuous improvement environment for department processes including order processing and invoicing transactions, returns processing, backorder processing, credit requests, and new product launches* Monitors work flow, volumes, and prioritizes within order source queues.* Provides training to new employees and provides updated business process communications and or materials. Develops training material and executes training on subject matter to Customer Service team. Ensure all CSR's are properly trained; identify deficiencies and opportunities in specific or overall training needs for individuals and the team and ensure documentation meets the division quality standardsCommunication* Proactively communicates and interacts with internal and external customers to ensure priorities and exceptions are clearly understood.* Maintains and models positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.* Handles complex issues and resolves and/or facilitates resolution of problems including identifying causes to prevent re-occurrence. Analyzes and interprets the customer requirements and assists the team in developing creative and feasible solutions working with other related personnel when problems and/or inquiries arise.* Leads cross functional project teams, representing Customer Service, that are complex in nature where considerable judgment and initiative are required in resolving problems and making recommendations.* Manages assignments where considerable judgment and initiative are required in resolving complex problems and making recommendations. * Provides direction and coaching to employees. May back up Customer Service Supervisor or Manager on occasion.Other* Manages, coordinates and analyzes the purchase and rental business sales cycle by determining the needs of our customers and provides guidance to ensure customer satisfaction and program compliance. Proactively manages and facilitates rental and purchase order receipts, entries, shipments and unit tracking. Determines sourcing and coordinates deliveries with manufacturing, warehouse or 3PL as needed working with field personnel, customers and customer service staff.* Follows up and resolves discrepancies, credit holds, training requirements or product availability issues in a timely manner. Ensures proactive communication to our customers on order status, expected release dates or requirements needed to fulfill order.* Performs advanced Inventory transactions which are more complex in nature and may require expanded and creative solutions not in line with normal processing. Provides inventory tracking and support for all company devices. Manages allocations cross functionally and provides direction to team on shipments. Manages, oversees and reports on clinical demo/training shipments and reservations. Establishes protocol to proactively communicate delays to customers and provide feasible solutions to assist customers in receiving product(s) in timely manner. * Conducts sales order audits and works collaboratively with Customer Service Management in analyzing, preparing and responding to Sarbanes Oxley and/or regulatory agency audit requirements. Conducts and analyzes all Customer Service audits and provide recommendations and feedback.* Maintains and updates system access requirements for Team to facilitate successful onboarding of new hires. Provides timely feedback to Information Systems on any systems issues. Troubleshoots issues with ERP system functionality to address needs of the Customer Service department. Researches ERP system functionality to address evolving business needs of the Customer Service Department. Performs updates to ERP or CRM Database in support of Customer Service programs, processes and data management* Receives and responds to customer product complaints, determines validity of warranty period, processes credits, works with internal personnel to schedule installs, ship replacements or loaned equipment to address immediate customer needs. May provide technical support on set-ups and configurations. Receives and responds to customer service complaints, facilitates resolution identifying causes to prevent re-occurrence, escalates as appropriate. Ensures service complaint is documented and may analyze for trends and work cross functionally to create feasible solutions for trended complaintsEDUCATION AND EXPERIENCE YOU'LL BRING Required * College AA/AS degree or other specialized training/equivalent related experience.* 6 years or more of demonstrated experience in a customer service or closely related environment.* Advanced experience with Microsoft Office including Excel, Word or equivalent applications.* Demonstrated ability to mentor, coach, supervise, lead or train individuals.* Regularly scheduled overtime is a requirement of this position.* Ability to travel approximately 10%, including internationally.Preferred * Knowledge of Sarbanes-Oxley, ISO Standards and common medical device export laws preferred* Ability to work within a team and as an individual contributor in a fast-paced, changing environment.* Strong verbal and written communications with ability to effectively communicate at multiple levels in the organization.* Demonstrated organizational skills, attentiveness to detail, and the ability to handle multiple projects simultaneously.* Ability to work in a highly matrixed and geographically diverse business environment.* Multitasks, prioritizes and meets deadlines in timely manner.* Demonstrated interpersonal skills, including the ability to listen, resolve problems, deal with unresolved issues, delays and unexpected events, and the ability to effectively communicate and maintain rapport with sales representatives and customers.WHAT WE OFFERAt Abbott, you can have a good job that can grow into a great career. We offer: * Training and career development, with onboarding programs for new employees and tuition assistance * Financial security through competitive compensation, incentives and retirement plans * Health care and well-being programs including medical, dental, vision, wellness and occupational health programs * Paid time off * 401(k) retirement savings with a generous company match * The stability of a company with a record of strong financial performance and history of being actively involved in local communities Learn more about our benefits that add real value to your life to help you live fully:? www.abbottbenefits.com Follow your career aspirations to Abbott for diverse opportunities with a company that provides the growth and strength to build your future. Abbott is an Equal Opportunity Employer, committed to employee diversity. Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.

Keywords: Abbott Laboratories, Minnetonka , Group Team Lead, Customer Service, Hospitality & Tourism , Minnetonka, Minnesota