Customer Service Associate

4 weeks ago

Alameda, California, United States Abbott Laboratories company Full time
About Abbott Laboratories

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. Our 114,000 colleagues serve people in more than 160 countries.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You'll also have access to:

  • Career development with an international company where you can grow the career you dream of.
  • Free medical coverage for employees* via the Health Investment Plan (HIP) PPO.
  • An excellent retirement savings plan with high employer contribution.
  • Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor's degree.
  • A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
  • A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.
The Opportunity

This position works out of our Alameda, CA location in the Diabetes Care division where we are focused on helping people with diabetes manage their health with life-changing 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.

As the Customer Service Associate, you 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. You will be responsible for implementing and maintaining compliance within the Customer Service organization and its strategic partners; ensuring external and internal requirements (i.e. Regulatory Affairs, Legal, FDA, ISO, Product Quality, Ethics and Compliance) are met.

You will drive continuous improvement through designing, developing, and implementing short and long-term solutions to improve Customer Service processes. Supports the facilitation of new product launches by coordinating with all involved departments and manages day-to-day operational aspects of programs. Act as source of superior knowledge on all relevant policies, procedures, and products; both internally and to our strategic partners. Supports department and teams in the resolution of order processing and customer issues and Customer Service management on essential business projects.

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.

This position may travel both domestically and internationally up to 10% of the time.

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