Customer Service Team Lead at Abbott

Taguig City, National Capital Region, Philippines

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, PharmaceuticalsIndustries

Requirements

Graduate of any 4-year course or equivalent
Customer service background, preferably in the healthcare industry
Order Management / Fulfillment experience
1-2 years supervisory experience in a customer service environment (a plus)
Knowledge of SAP or ERP applications
Proficient in MS Office including Excel, Word, and Outlook (intermediate to advanced skill level)
Good keyboarding and typing skills
Experience handling tasks where attention to detail is critical
Experience of shipping, domestic and export traffic terms, documentation, and procedures
Thorough understanding of Customs regulations and Export controls
Knowledge and understanding of compliance and regulatory guidelines for setting up export customers
Experience auditing documents and project requirements
Knowledge and comprehension of basic contract terms and conditions
Excellent interpersonal, verbal, and written communication skills
Detail-oriented, critical-thinker, experienced at investigating and resolving complex issues
Ability to effectively collaborate with others, work independently and on a team
Ability to work effectively in a fast-paced environment with shifting priorities
Ability to react to situations with a strong sense of urgency

Responsibilities

Supervise and support Customer Service APAC Team in day-to-day operations
Recognize and suggest methods to improve area operations, efficiency, and service to internal and external customers
Provide productivity feedback and coaching on a regular basis to each team member
Investigate issues and recommend solutions to management regarding order problems, customer issues, or any area of concern
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 Manager
Represent department as needed at meetings
Provide direction for Training and Skill Development plans for all employees in department
Communicate proactively with internal and external customers in a professional, positive, and courteous manner
Work with Customer Service Manager to ensure accurate customer information is maintained in SAP
Stay current with account changes in contact information, inventory requirements, order requirements, etc
Execute applicable Quality System processes and monitor the accuracy of service provided
Keep Manager informed of all changes, issues, and potential concerns of customer accounts
Keep up to date on products, inventory, promotions, etc., to provide exceptional customer service
Support Sarbanes Oxley (SOX) compliance
Other duties as assigned

Skills

Team Leadership

Customer Service

Process Improvement

Coaching

SOP Development

Problem Solving

SAP

Order Processing

Training

Productivity Analysis

Abbott

Healthcare solutions in diagnostics and devices

About Abbott

Abbott Laboratories focuses on improving health through various medical technologies and health solutions. The company operates in areas such as cardiovascular health, diabetes management, diagnostic testing, nutrition, and neuromodulation for chronic pain and movement disorders. Abbott's products include advanced medical devices and diagnostic tests that help healthcare professionals and patients manage health conditions effectively. For example, their cardiovascular technologies assist in heart health management, while diabetes care products enable accurate glucose monitoring without painful fingersticks. Unlike many competitors, Abbott emphasizes accessibility and affordability in its offerings, aiming to make life-changing technologies available to a broader audience. The company's goal is to positively impact global health and well-being, supported by a commitment to sustainability and a 2030 Sustainability Plan.

Lake Bluff, IllinoisHeadquarters

1888Year Founded

IPOCompany Stage

HealthcareIndustries

10,001+Employees

Risks

Departure of key leader Dr. Adamson may affect Abbott's Heart Failure division.

Integration challenges with Medtronic could impact glucose monitor-insulin pump rollout.

Thermo Fisher's microfluidics expansion may increase competition for Abbott.

Differentiation

Abbott integrates continuous glucose monitoring with automated insulin delivery systems.

Abbott's microfluidic devices streamline diagnostic processes efficiently.

Abbott's neuromodulation products target specific nervous system areas for chronic pain relief.

Upsides

Microfluidic technology offers cost-effective solutions in diagnostics.

Strategic partnerships like Abbott-Medtronic enhance product offerings and market reach.

Significant investments indicate strong market confidence in Abbott's healthcare solutions.

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