Customer Service Team Lead

PURPOSE OF THE JOB
Management of a part of the country Customer Service department in order to provide internal and external customers with best possible service in terms of order processing pricing and billing inquires service requests and customer complaints
The Team Lead will 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
Assure team compliance with internal processes and procedures (e.g. ABBOTT Quality System) and with the applicable legislation
Strategic development of the country Customer Service department and service activities

ROLES & RESPONSIBILITIES
Set goals which align to department plans and manage the execution of the goals
Hires and retains a diverse highly qualified Customer Service staff and provides ongoing performance feedback.
Monitor and manage department/ individual goals and objectives
Ensure all Customer Service employees are trained and documentation meets the division quality standards
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
Comply with local regulations other regulatory requirements company policies SOX legal requirement operating procedures processes and task assignments
Ensure transactions in our ERP system are processed in accordance to documented procedures embedded in the ABBOTT QA system. Monitor violations and issue corrective actions towards processes and/ or people
Monitor service complaints and issue corrective actions for local complaints
Maintain positive and cooperative communications and collaboration with all levels of employees customers contractors and vendors
Develop strong and efficient communication inside the team and with other departments especially Sales
Initiate lead or supervise assigned projects
Perform other related duties and responsibilities on occasion as assigned
Represent the Customer Service organisation in the local country organisation and in country management meetings
Supports the Regional Customer Service Manager by managing or executing EMEA
or regional projects/ Customer Service activities

EDUCATION & COMPETENCIES
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 at least one other European language
Experience working in a broader enterprise/cross division business unit model
preferred
Ability to work in a highly matrixed and geographically diverse business
environment
Leadership skills including the ability to set goals and provide positive and
constructive feedback respectfully to build positive relationships and improve
business results
Demonstrated ability to train and mentor others required
Ability to work effectively within a team in a fast-paced changing environment
Strong verbal and written communications with ability to effectively communicate
at multiple levels in the organization
Multi-tasks prioritizes and meets deadlines in timely manner
Team player
SAP experience is a plus
10-20% of travel required