Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries.
JOB DESCRIPTION: 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'll also have access to:
Career development with an international company where you can grow the career you dream of. Free medical coverage for employees* via the Health Investment Plan (HIP) PPO An excellent retirement savings plan with 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 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. The Opportunity
This position works out of our Alameda, CA location in the Diabetes Care division where we are focused on helping people with diabetes manage their health with life-changing products that provide accurate data to drive better-informed decisions. We're revolutionizing the way people monitor their glucose levels with our new sensing technology.
As the Customer Service Associate you will support the implementation, maintenance, and reporting of US Customer Service operations, quality, training, and other programs. The overall objective of the role is to oversee services offered are facilitating an excellent customer experience and achieving compliance and operational KPI requirements. You will be responsible for implementing and maintaining compliance within the Customer Service organization and its strategic partners; ensuring external and internal requirements (i.e. Regulatory Affairs, Legal, FDA, ISO, Product Quality, Ethics and Compliance) are met.
You will drive continuous improvement through designing, developing, and implementing short and long-term solutions to improve Customer Service processes. Supports the facilitation of new product launches by coordinating with all involved departments and manages day-to-day operational aspects of programs. Act as source of superior knowledge on all relevant policies, procedures, and products; both internally and to our strategic partners. Supports department and teams in the resolution of order processing and customer issues and Customer Service management on essential business projects.
What You'll Work On Support team members with order processing and researching customer-related issues Analyze business processes by gathering information, analyzing requirements, and defining and documenting issues related to Customer Service processes Provides guidance and training to team members on the implementation of short and long-term improvements Develop and maintain business relationships with key contact center third party service partners teams, ensuring that resources, systems, and processes are adequate and scalable; and that all organizational best practices and contractual requirements are met Ensure external vendors maintain appropriate procedures documentation to support processes Creates and maintains procedures for customer service functions Identify and investigate Customer Service non-conformances (Abbott and Vendor) and ensure appropriate investigation and corrective action Creates and maintains detailed program/ project work plans required in the implementation process and revises as appropriate to meet changing needs and requirements. Resolves and/or escalates issues in a timely fashion. Facilitates regular meetings with internal program owners, internal customer service team members, and third-party vendor. Ensures stakeholders are well informed of program changes and effectively communicates relevant project information, milestones, activities, and timeline. Responsible for performing all activities and assigned projects within budget, to the highest quality possible, meeting project milestones and delivering final program on time while delivering to program defined requirements. Delivers engaging, informative, well-organized presentations on behalf of Customer Service Responsible for compliance with applicable Corporate and Divisional Policies and performing other duties as assigned by management This position may travel both domestically and internationally up to 10% of the time.
Required Qualifications Bachelor's Degree OR equivalent combination of education and work experience Minimum 2 years of experience in corporate Customer Service required Experience working in medical device, pharmaceutical or other acute health care organization preferred Knowledge of diabetes and blood glucose monitoring helpful Must be able to work in fast pace, high pressure team environment Must have the ability to manage multiple projects at one time from start to finish Must have the ability to work with internal stakeholders and manage outside vendors, keeping them on track and meeting all deadlines with high quality results
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* Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.
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
$65,900.00 - $131,900.00
In specific locations, the pay range may vary from the range posted.
JOB FAMILY:
Customer Service
DIVISION:
ADC Diabetes Care
LOCATION:
United States > Alameda : 1360-1380 South Loop Road
ADDITIONAL LOCATIONS: WORK SHIFT:
Standard
TRAVEL:
Yes, 10 % of the Time
MEDICAL SURVEILLANCE:
No
SIGNIFICANT WORK ACTIVITIES:
Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)
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
