What are the responsibilities and job description for the Team Lead position at 3202 St. Jude Medical Business Services, Inc.?
JOB DESCRIPTION:
Working at Abbott
At Abbott, you can do work that matters, grow, and learn, care for yourself and your 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.
Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
An excellent retirement savings plan with a 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 worldwide 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 the best place to work for diversity, working mothers, female executives, and scientists.
The Opportunity
Customer Service Group Team Lead leads a team of Customer Service personnel within the Americas Division of Abbott Laboratories. This position is First Level leadership within Customer Service and is required to provide “hands on” support to fulfill daily business requirements. This position does not have direct reports.
The Lead will be considered the Subject Matter Expert for team on SAP, Five9 Telephony software, Outlook Email, internal Order Management Queue (OMQ) and other interfaces the team interacts with on a regular basis.
The Lead is a Technical Leader and is first point of contact for any problems or issues encountered by the team. Understands the urgency of issues and when and where to escalate. Works with Sales Operations, Pricing and Contracts, Distribution, Quality, Regulatory and other internal departments to reconcile problems and facilitate special and/or unusual requests for transacting.
Embodies the vision, mission and guiding values/principles of the department and division and promotes such daily with employees, internal and external customers and other Abbott departments who support the customers directly or indirectly.
Working independently and offering guidance in team environment in collaboration with Customer Service manager, a Team Lead supports leadership daily for the team/department. This position requires developing rapport with team, customers, and field sales/clinical personnel via verbal and written communication. Trains and/or mentors newer employees. Will be assigned to assist on projects requiring more direct and diverse experience and expertise within the Customer Service department.
What You’ll Work On
• Acts as focal point for the Customer Service Department for members to escalate problem solving and/or issues to and creates/makes proposals to management for consideration and adoption. Leads the implementation.
• Provides technical leadership to Customer Service team(s) for transactional and/or technical questions and processes including areas related to ERP functionality and other systems and processes used by Customer Service teams. Provides timely feedback to Information Systems and Leadership on any systems issues.
• May act as trainer for others, answering questions and sharing information. Works with Customer Service leadership team and Business Process team in the evaluation and analysis of ongoing training needs for Team.
• Supports a continuous improvement environment for department processes including order processing and invoicing transactions, returns processing, backorder processing, credit requests, and new product launches
• Performs advanced Inventory transactions which are more complex in nature and may require expanded and creative solutions not in line with normal processing. Provides inventory tracking and support for all company devices. Manages allocations cross functionally and provides direction to team
• Partners with and supports major programs, projects or product launches from a Customer Service perspective.
• Responsible for developing and generating routine or custom reports as needed for Internal and/or External Customers.
• Works on or facilitates process improvement and projects cross functionally requiring minimal supervision. Manages assignments where considerable judgment and initiative are required in resolving complex problems and making recommendations.
• Proactively and effectively communicates and interacts with internal and external customers to ensure priorities and exceptions are clearly understood. Establishes, maintains and models positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.
Required Qualifications
Minimum of 2 years’ experience in customer service role with last review either meeting or exceeding expectations.
• Demonstrated ability to mentor, coach, supervise, lead or train individuals.
• Demonstrated competence in English spelling, grammar, and punctuation, including the ability to successfully pass a reading comprehension pre-employment examination.
• Demonstrated organizational skills, attentiveness to detail, and the ability to handle multiple projects simultaneously.
• Demonstrated interpersonal skills, including the ability to listen, resolve problems, deal with unresolved issues, delays and unexpected events, and the ability to effectively communicate and maintain rapport with sales representatives and customers.
• Advanced experience with Microsoft Office applications such as Excel, Word, Power Point or equivalent applications.
• Ability to work within a team and as an individual contributor in a fast-paced, changing environment.
• Strong verbal and written communications with ability to effectively communicate at multiple levels in the organization.
• Ability to maintain regular and predictable attendance.
• Regularly scheduled overtime is a requirement of this position.
Apply Now
Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com
Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.
Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott, and on Twitter @AbbottNews.
The base pay for this position is
$19.85 – $39.65/hourIn specific locations, the pay range may vary from the range posted.
JOB FAMILY:
Customer Service
DIVISION:
NM Neuromodulation
LOCATION:
United States > Minnesota > St. Paul > Lillehei : One Lillehei Plaza
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), Continuous standing for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous walking for prolonged periods (more than 2 hours at a time in an 8 hour day)Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.
EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf
EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf
Salary : $20 - $40
