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Customer Service Team Lead

1 month ago

Taguig, National Capital Region, Philippines Abbott Laboratories Full time

Point-of-care diagnostics is a fast-growing industry that plays a crucial role in enhancing both clinical and economic outcomes on a global scale. Abbott is at the forefront of pioneering new innovations, insights, and impacts that are shaping the future of diagnostics worldwide.

Abbott Rapid Dx North America, LLC in Orlando is part of the Global Business Services (GBS) segment within the Abbott Rapid Diagnostics (ARDx) Division. The GBS team holds a global responsibility to deliver exceptional customer experiences and drive business value through compliance, standardization, and data analytics. This group promotes a collaborative, winning environment that encourages employee development and accountability.

The Customer Service Team Lead is a key figure within the Customer Service Department's leadership team, providing support to the Customer Service Supervisor through coaching, problem-solving, and process enhancement. Acting as a liaison between internal and external clients, this role oversees sales support, order processing, and ensures ongoing compliance with procedures while driving continuous improvement.

Duties and Responsibilities:

  • Supervise and support the Customer Service APAC Team in daily operations
  • Suggest methods to enhance operational efficiency and service for internal and external customers
  • Provide regular productivity feedback and coaching to team members
  • Investigate and recommend solutions for order problems and customer issues
  • Create, update, and implement job-related SOPs
  • Support team representatives in problem-solving and provide general information
  • Act as a backup for the Customer Service Supervisor
  • Represent the department in meetings as necessary
  • Provide direction for training and skill development plans for department employees
  • Communicate proactively with customers in a professional and positive manner
  • Ensure accuracy of customer information in SAP
  • Stay updated on account changes and product information
  • Support compliance with Quality System processes
  • Keep supervisors informed of customer account changes and issues
  • Support Sarbanes-Oxley (SOX) compliance
  • Perform other duties as assigned

Job Specification:

  • Proficiency in MS Office (Excel, Word, Outlook)
  • Experience with ERP systems, preferably SAP
  • Strong attention to detail
  • Knowledge of shipping, domestic and export processes
  • Understanding of Customs regulations and Export controls
  • Compliance and regulatory knowledge for export customers
  • Experience in auditing documents and project requirements
  • Understanding of basic contract terms and conditions
  • Effective communication skills
  • Ability to work independently and in a team
  • Strong sense of urgency

Knowledge & Experience:

  • Customer service background, particularly in healthcare
  • 1-2 years of supervisory experience in customer service
  • Knowledge of SAP or ERP applications

Competencies required:

  • Proficiency in MS Word, Excel, and Outlook
  • Strong keyboarding and typing skills
  • Excellent interpersonal skills
  • Detail-oriented and critical thinker
  • Ability to collaborate effectively
  • Adaptability in a fast-paced environment
  • Excellent verbal and written communication skills

Minimum Qualifications:

  • Graduate of a 4-year course or equivalent

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