Customer Service Team Lead

Position Summary

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.

Abbott Rapid Dx North America, LLC’s Orlando site is part of Global Business Services (GBS) within the Abbott Rapid Diagnostics (ARDx) Division. GBS has a global accountability to deliver an exceptional customer experience and create business value through compliance, standardization and data analytics. GBS also designs and develops Software products for ARDx businesses. The GBS group fosters a collaborative, team focused and winning environment where employees are accountable and encouraged to develop themselves.

The Customer Service Team Lead (ADPI) acts as a member of the leadership team within the Customer Service Department and effectively supports the Customer Service Supervisor through coaching, problem solving and process improvement. The Team Lead works as a liaison between various internal and external customers. Is responsible for a variety of sales support and order processing functions to facilitate business objectives. The Customer Service Team Lead is responsible for ensuring on-going compliance with procedures, implementing continuous improvement, assessing employee productivity, and quality by providing guidance and training daily. This position is responsible for the adherence of all procedures and Service Level Agreements (SLAs) established by Abbott Rapid Dx North America, LLC.

Duties And Responsibilities

• Supervise and support Customer Service Domestic US Team in day-to-day operations
• Coordinate with management, cross-functional teams, and stakeholders to address operational needs.
• Provide daily directions and communication to employees ensuring customer calls are answered in a timely, efficient and knowledgeable manner through monitoring of CMS phone skills and call monitoring
• Build relationships with Distribution Centers, supply chain and sales to manage customer expectations and ensure order fulfillment requirements are met
• Responsible for recognizing and suggesting methods to improve area operations, efficiency and service to both internal and external customers
• Conduct regular coaching sessions focused on skill-building, performance improvement, and professional growth. Monitor individual and team performance, identifying opportunities for learning and development.
• Identify performance gaps and work collaboratively with team members on action plans.
• Develop personalized performance improvement plans (PIPs) for agents who require additional guidance.
• Serve as the primary point of contact for escalations, addressing issues promptly and professionally.
• Create, update and implement job related SOPs
• Provide support for team representatives in problem solving and general information
• Act as support and backup for Customer Service Management Team, keeping them informed of all changes, issues and potential concerns of customer accounts
• Represent department as needed at meetings, projects and tasks
• Provide direction for Training and Skill Development plans for all employees in department
• Stay current with any account changes in contact information, inventory requirements, order requirements, etc.
• Keep up-to-date on products, inventory, promotions, etc. that are necessary to provide customers with exceptional customer service
• Support new hires through onboarding, nesting period coaching, and shadowing sessions.
• Execute applicable Quality System processes and monitor the accuracy of service provided.
• Support Sarbanes Oxley (SOX) compliance
• Other duties as assigned
  
  

• Functional/Technical Skills
• Problem Solving
• Time Management
• Drive for Results
• Managing and Measuring Work
• Interpersonal Savvy
• Written and Communications
• Customer Focus
  
  

• Must be proficient in MS Word, Excel and Outlook – intermediate to advance skill level
• Must have good keyboarding and typing skills
• Must have excellent interpersonal skills
• Must be detail-oriented, a critical-thinker, experienced at investigating and resolving complex issues
• Must be able to effectively collaborate with others
• Must be able to work independently and on a team
• Must be able to work effectively in a fast-paced environment with shifting priorities
• Must have excellent verbal and written skills
  
  

• Must have a customer service background, preferably in the healthcare industry
• Must possess at least College/Bachelor’s Degree
• 2-3 years supervisory experience in a customer service environment a plus
• SAP or other ERP system experience a plus
• ESKER system experience a plus