Customer Service Team Lead

3 settimane fa


Milano, Lombardia, Italia Abbott A tempo pieno

Abbott is seeking a Team Lead for the Customer Service department within its Structural Heart division. This role will involve managing a team of Customer Service professionals to provide internal and external customers with best possible service.

Key responsibilities include:

  • Management of a part of the country Customer Service department to provide internal and external customers with best possible service in terms of order processing, pricing and billing inquires, service requests and customer complaints
  • Train, motivate and coach Customer Service Representatives to continuously improve the quality and productivity of department output and introduce innovative methods to support this effort
  • Develop strategies of the country Customer Service department and service activities

Specifically, you will:

  • Manage a team of Customer Service professionals
  • Develop a continuous improvement environment for department processes including order processing (EDI and Esker), returns processing, backorder processing, 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, e-mail requests and other forms of external and internal customer contact and requests are handled appropriately and within defined goals
  • Support all 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 of the medical device industry
  • Fluent in English and Italian
  • 10-20% of travel required


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