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Customer Service Operations Supervisor

2 mesi fa

Milano, Lombardia, Italia Abbott A tempo pieno

Within Abbott's Structural Heart division, we are seeking a dedicated Team Lead for our Customer Service department. Our mission is to collaborate with leading specialists and care teams to address the challenges posed by structural heart diseases, ultimately fostering healthier hearts through enhanced therapies, robust evidence, and superior experiences.

Key Responsibilities:

  • Oversee a segment of the Customer Service department to ensure optimal service delivery for both internal and external clients, focusing on order processing, pricing inquiries, billing questions, service requests, and customer feedback.
  • Guide, inspire, and develop Customer Service Representatives to enhance the quality and efficiency of departmental output while introducing innovative practices to support these improvements.
  • Formulate strategies for the Customer Service department and its service operations.

Specific Duties Include:

  • Lead a team of Customer Service professionals.
  • Foster a culture of continuous improvement in departmental processes, including order processing (EDI and Esker), returns management, backorder handling, credit requests, and new product introductions.
  • Identify opportunities for process enhancements.
  • Ensure a safe and professional work environment.
  • Manage work schedules, PTO, and staffing levels to guarantee that customer interactions via calls, fax orders, email requests, and other forms of communication are addressed efficiently and within established objectives.
  • Support all corporate initiatives as directed by management, in alignment with Quality Management Systems (QMS), Environmental Management Systems (EMS), and other regulatory standards.

Qualifications:

  • High School diploma or equivalent is required.
  • 5-7 years of experience in Customer Service or Contact Center roles.
  • International management experience is advantageous.
  • Experience within the medical device sector is preferred.
  • Fluency in English and Italian is essential.
  • Willingness to travel 10-20% of the time.