Customer Service Operations Supervisor

3 settimane 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. In this critical role, you will collaborate with leading specialists and care teams to address the challenges posed by structural heart diseases, ultimately contributing to healthier outcomes through enhanced therapies and 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 management, pricing inquiries, service requests, and resolution of customer issues.
  • Provide training, motivation, and coaching to Customer Service Representatives, fostering an environment of continuous improvement in quality and productivity while implementing innovative support methods.
  • Formulate and execute strategies for the Customer Service department and its operational activities.

Specific Duties Include:

  • Manage a team of Customer Service professionals to achieve departmental goals.
  • Establish a culture of continuous improvement for processes such as order processing (EDI and Esker), returns management, backorder handling, credit requests, and new product introductions.
  • Identify opportunities for process enhancements and implement necessary changes.
  • Ensure a safe and professional workplace environment.
  • Supervise staffing, work schedules, and time-off requests to guarantee that customer interactions via calls, faxes, emails, and other channels are managed effectively and within established targets.
  • Support all organizational initiatives as directed by management, aligning 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.
  • Familiarity with the medical device sector is preferred.
  • Fluency in English and Italian is essential.
  • Willingness to travel 10-20% of the time.

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