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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. 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 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.

Duties and Responsibilities

• Supervise and support Customer Service APAC Team in day-to-day operations

• Responsible for recognizing and suggesting methods to improve area operations, efficiency and service to both internal and external customers

• Provide productivity feedback and coaching on a regular basis to each team member

• Investigate issues and recommend solutions to management as necessary 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 Supervisor

• 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 Supervisor/Manager to ensure that accurate customer information is maintained in SAP

• Stay current with any account changes in contact information, inventory requirements, order requirements, etc.

• Execute applicable Quality System processes and monitor the accuracy of service provided

• Keep Supervisor and Manager informed of all changes, issues and potential concerns of customer accounts

• Keep up-to-date on products, inventory, promotions, etc. that are necessary to provide customers with exceptional customer service

• Support Sarbanes Oxley (SOX) compliance

• Other duties as assigned

Job Specification

• Must be proficient in MS Office including Excel, Word and Outlook

• Proficiency in an ERP System (preferably SAP)

• Experience handling tasks where attention to detail is critical to success

• 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

• Must be able to communicate professionally, verbally and in writing

• Must be able to work independently and on a team

• Must be able to react to situations with a strong sense of urgency

Knowledge & Experience:

• Must have a customer service background, preferably in the healthcare industry

• 1-2 years supervisory experience in a customer service environment a plus

• Knowledge of SAP or ERP applications required

Competencies required:

• 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

Minimum Qualification:

• Graduate of any 4-year course or equivalent

An Equal Opportunity Employer

Abbot welcomes and encourages diversity in our workforce.

We provide reasonable accommodation to qualified individuals with disabilities.

To request accommodation, please call 224-667-4913 or email corpjat@abbott.com