Business Process Specialist, Customer Service Expert

4 weeks ago

Orlando, Florida, United States Abbott Laboratories company Full time
Job Summary

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines.

As a Business Process Specialist - Customer Service, you will play a key role in coordinating and executing various process improvements and project implementations across Customer Service. This role serves as a key collaborator and resource to the Global Process teams and ensures that standard processes are documented and implemented in support of the overall vision of GBS Global Process.

Key Responsibilities
  • Support the execution of end-to-end process creation and improvement initiatives under minimal supervision
  • Takes ownership of new business requirements and works with relevant functions to determine any new business processes and or changes to existing processes
  • Ensure documentation for various processes and procedures stays current and relevant
  • Support department SMEs (Subject Matter Expert) in documentation best practices and maintenance in support of our Quality Adherence
  • Participate in business system testing and documentation as applicable
  • Serves as a primary department contact for system and process requirements implementations, enhancements, and testing cycles
  • Works with Global Process Teams and IT (Information Technology) on maintenance and enhancement of Optical Character Recognition (OCR) system and any other applicable system or software
  • Represents Customer Service to facilitate the design, review, and evaluation of existing / proposed manual and automated operations
  • Ensure project deliverables are on time, per requirements and manage internal and external communication in a professional manner
  • Presents process issues, highlights functionality gaps and proposes process improvements
  • Collaborates with Global Process Ownership to gather project requirements and specifications for improvement
  • Tracks and reports on the status of business improvement projects and activities from beginning to end
  • Leads or participates in cross-functional business projects to enhance coordination and streamlined execution
  • Represents the department for CAPA (Corrective and Preventive Actions) and Quality Improvements to ensure the best on-going process is established, documented, and trained
  • Executes applicable Quality System processes
  • Other duties as assigned
Requirements
  • Bachelor's Degree required and 3 years of operations, process improvement or quality experience or High School Diploma and 7 years of operations, process improvement or quality experience required
  • Knowledge of SAP or other ERP applications required
  • Familiarity with Problem Solving Techniques - i.e., Business Process Management, Six Sigma (DMAIC) and/or Lean Principles required
  • Experience with Process Mapping required
  • Functional knowledge of Finance, Customer Service or Supply Chain End to End Processes required
About Abbott

Abbott is an Equal Opportunity Employer, committed to employee diversity. We offer a range of benefits, including competitive pay, comprehensive health insurance, and a 401(k) plan. Join our team and help us make a difference in the lives of people around the world.

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