Customer Service Team Lead

20 ore fa

Milano, Lombardia, Italia Abbott A tempo pieno

Within Abbott's Structural Heart division, we are seeking a Team Lead to join our Customer Service department. Our team partners with top specialists and care teams to repair heart damage and rebuild healthier hearts through better therapies, evidence, and experiences.

In this role, you will:

  • Manage a part of the country's Customer Service department to provide exceptional service to internal and external customers, including order processing, pricing, and billing inquiries, service requests, and customer complaints.
  • Train, motivate, and coach Customer Service Representatives to improve quality and productivity, introducing innovative methods to support this effort.
  • Develop strategies for the country's Customer Service department and service activities.

Specifically, you will:

  • Lead a team of Customer Service professionals.
  • Establish a continuous improvement environment for department processes, including order processing, returns, backorders, credit requests, and new product launches.
  • Identify and work on process improvements.
  • Maintain a safe and professional work environment.
  • Supervise work schedules, PTO, staffing levels to ensure customer calls, fax orders, email requests, and other forms of external and internal customer contact are handled appropriately and within defined goals.
  • Support company initiatives as identified by management and in support of Quality Management Systems (QMS), Environmental Management Systems (EMS), and other regulatory requirements.

REQUIREMENTS

  • High School diploma or equivalent required.
  • 5-7 years of Customer Service/Contact Center experience.
  • International management experience is a plus.
  • Experience in the medical device industry.
  • Fluent in English and Italian.
  • 10-20% of travel required.

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