Customer Service Supervisor
Share
Job Location:
Taguig - Philippines
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
JOB DESCRIPTION:
Position Summary
Point-of-care diagnostics is a growing and dynamic industry helping to improve clinical and economic outcomes brings you a variety of expert viewpoints on new innovations insights and impacts that are shaping the future ofdiagnostics around the world. Abbott Rapid Dx North America LLCs Orlando site is part of Global Business Services (GBS) within the Abbott RapidDiagnostics Division. We have a global accountability to delivery an exceptional customer experience and create business value through compliance standardization and data analytics. The GBS group fosters a collaborative teamfocused and winning environment where employees are accountable and encouraged to develop themselves.
The Customer Service Supervisor acts as a member of the leadership team within GBS Manila andeffectively support Customer Service through coaching problem solving and process improvement. The Supervisorrepresents Customer Service while working with various internal and external customers. Is responsible for a variety ofsales support and order processing functions to facilitate business objectives. The Supervisor is responsible for ensuringon-going compliance with procedures implementing continuous improvement assessing employee productivity andquality by providing guidance training and leadership daily. This position is responsible for the adherence of all procedures and Service Level Agreements (SLAs) established by
Abbott Rapid Dx North America LLC.
Duties and Responsibilities
Manage the domestic teams of customer service representatives for both the US and Europe; provide leadershipand guidance for all staff
Ensure all customer service representatives understand and comply with all policies and procedures
Assume ownership and responsibility for data accuracy of all processed sales orders by reviewing trends fromdata processed and implementing quality mechanisms and controls
Stay current with any account changes in contact information inventory requirements order requirements etc.
Analyze internal operations and procedures and recommend proper changes and improvements as needed
Provide Training and Skill Development plans for all employees in department
Develop employees conduct performance reviews and corrective actions when necessary
Work with leadership to support employees and increase overall customer satisfaction
Act as support and backup for Customer Service Manager; represent department at meetings
Execute applicable Quality System processes and monitor the accuracy of service provided
Communicate the importance of the Quality System to all employees and report on its effectiveness
Support Sarbanes Oxley (SOX) compliance
Other duties as assigned
Key Position Competencies
Customer Focus
Delegation
Developing Direct Reports
Directing Others
Functional/Technical Skills
Priority Setting
Problem Solving
Process Management
Minimum Qualifications
Must be proficient in MS Office including Excel Word and Outlook
Must have good keyboarding and typing skills
Must be able to multi-task and meet deadlines
Must have strong analytical and problem-solving skills
Must have excellent interpersonal skills
Must be able to communicate professionally
Must be able to react to situations with a strong sense of urgency
Must be able to make independent judgments which have minor impacts on the organization
Must be willing to work night shift
Education & Experience
Must possess at least College/Bachelors Degree
Minimum two years supervisor experience required
Minimum two years of working experience in customer service or related field required
Knowledge of SAP or ERP applications required
The base pay for this position is
N/AIn specific locations the pay range may vary from the range posted.
JOB FAMILY:
Customer Service
DIVISION:
RMDx Rapid and Molecular Diagnostics
LOCATION:
Philippines > Taguig City : Five/Neo Building
ADDITIONAL LOCATIONS:
WORK SHIFT:
Standard
TRAVEL:
Not specified
MEDICAL SURVEILLANCE:
Not Applicable
SIGNIFICANT WORK ACTIVITIES:
Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)
Required Experience:
Manager
Key Skills
- Business
- Patient Care
- Compliance
- Facility
- Emergency
- Accounting
- HVAC
- Daily Operations
- Direct Supervision
- Professional Development
- Service Management
- Service Operations
- Service Quality
- Payroll
- Service Technician
About Company
WHO WE ARE CREATING LIFE-CHANGING TECHNOLOGY From removing the regular pain of fingersticks as people manage their diabetes to connecting patients to doctors with real-time information monitoring their hearts, from easing chronic pain and movement disorders to testing half the world’s ... View more
