Customer Service Manager

About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

Our medical devices help more than 10,000 people have healthier hearts, improve quality of life for thousands of people living with chronic pain and movement disorders, and liberate more than 500,000 people with diabetes from routine fingersticks.

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 will have access to:

• Career development with an international company where you can grow the career you dream of .
• Amazing health and wellness benefits and perks.
• 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.

Responsibilities :

• Provide resolution for all advanced customer issues, build, and maintain relationships with all customers, both internal and external.
• Actively participate in process reviews to promote continuous improvement of service levels.
• Provide regular reporting to key stakeholders on team performance against KPI. Ensure reporting provided is relevant, reliable and timely.
• Manage the team to receive, process and fill customer orders to meet targets. Develop and update training materials and train all relevant stakeholders in these processes including new employee orientation and sales training as required. Manage PER process to ensure compliance with timeline.
• Continuously improve customer service systems to streamline procedures and reduce operating costs.
• Monthly reporting to management on key focus areas within inventory and customer service.
• You may be required to work outside of your ordinary hours of work to participate in essential training, team meetings, customer events or trade shows/conferences. These events may take place on an evening and/or weekend.

• Lead, develop and manage an effective, engaged and motivated team.
• Maintain a supportive, collaborative working environment in line with Abbott core values.
• Address any conflict or potential issues sensitively and as they arise and in accordance with policies and procedures.
• Coordinate and oversee employee training and development and equipping with the resources available at Abbott to support their career.
• Review, assess and action requests such as leave approvals and expense management, ensuring company policy is adhered to.

• Attend regular departmental meetings with relevant manager/supervisor to build in continuous feedback mechanisms.
• Meet the requirements of ISO by complying with all relevant Quality policies and procedures to ensure the Quality objectives of the business are met.
• Comply with all relevant company Occupational Health, Safety and Environmental policies, procedures, and work practices with the intent Job Description of preventing or minimising accidental exposures to self, colleagues and/or the environment.
• Ensure any PPE provided by the Abbott is worn.
• Report any accidents or incidents within 24 hours through Donesafe and notify your manager.

• Ensure all activities carried out by self and others are in accordance with legislative employment policies, health & safety requirements and global policy. Promote a standard of excellence for quality and customer focus at Abbott. Uphold the Abbot Code of Business Conduct.
• Live our Abbott Values – Pioneering, Achieving, Caring, Enduring.
• Maintain up-to-date knowledge of Abbott standard operating procedures and policies and always ensure compliance.
• Ensure your Company related activities comply with relevant Acts, legal demands and ethical standards.

Qualifications and Experience

• Tertiary qualifications in related field
• Minimum 3-5 years previous experience in a similar role
• Must be proficient in English language both written and verbal

• Excellent oral and written communication skills
• Excellent analytical and problem solving skills
• Ability to prioritise daily tasks and solid organisational skills
• Computer literacy – intermediate to advanced excel, experience with SAP required.