Customer Service Operations Specialist

1 month ago

Fremont, California, United States Abbott Full time

About the Opportunity

This position is part of the Diabetes Care division at Abbott, where we are dedicated to helping people with diabetes manage their health with innovative products that provide accurate data to drive better-informed decisions. We're revolutionizing the way people monitor their glucose levels with our new sensing technology.

Job Summary

The Customer Service Operations Specialist will support the implementation, maintenance, and reporting of US Customer Service operations, quality, training, and other programs. The overall objective of the role is to oversee services offered are facilitating an excellent customer experience and achieving compliance and operational KPI requirements.

Key Responsibilities

  • Support team members with order processing and researching customer-related issues
  • Analyze business processes by gathering information, analyzing requirements, and defining and documenting issues related to Customer Service processes
  • Provides guidance and training to team members on the implementation of short and long-term improvements
  • Develop and maintain business relationships with key contact center third-party service partners teams, ensuring that resources, systems, and processes are adequate and scalable; and that all organizational best practices and contractual requirements are met
  • Ensure external vendors maintain appropriate procedures documentation to support processes
  • Creates and maintains procedures for customer service functions
  • Identify and investigate Customer Service non-conformances (Abbott and Vendor) and ensure appropriate investigation and corrective action
  • Creates and maintains detailed program/project work plans required in the implementation process and revises as appropriate to meet changing needs and requirements. Resolves and/or escalates issues in a timely fashion.
  • Facilitates regular meetings with internal program owners, internal customer service team members, and third-party vendor.
  • Ensures stakeholders are well informed of program changes and effectively communicates relevant project information, milestones, activities, and timeline.
  • Responsible for performing all activities and assigned projects within budget, to the highest quality possible, meeting project milestones and delivering final program on time while delivering to program defined requirements.
  • Delivers engaging, informative, well-organized presentations on behalf of Customer Service
  • Responsible for compliance with applicable Corporate and Divisional Policies and performing other duties as assigned by management

Requirements

  • Bachelor's Degree OR equivalent combination of education and work experience
  • Minimum 2 years of experience in corporate Customer Service required
  • Experience working in medical device, pharmaceutical or other acute health care organization preferred
  • Knowledge of diabetes and blood glucose monitoring helpful
  • Must be able to work in fast pace, high pressure team environment
  • Must have the ability to manage multiple projects at one time from start to finish
  • Must have the ability to work with internal stakeholders and manage outside vendors, keeping them on track and meeting all deadlines with high quality results

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