Customer Service Programs & Community Engagement Specialist

Thornton Tomasetti; United States; On-site; USD 51,000 - 101,000; Full time

Benefits offered by this job

Career development

Free HIP medical plan eligibility

High employer retirement contributions

Tuition reimbursement

Freedom 2 Save program

FreeU education benefit

Job summary

Abbott is seeking a Customer Service design and process improvement professional to drive short- and long-term solutions across teams. You’ll monitor metrics, support resolution of impacts, and lead projects to engage customers and improve daily operations.

You will coordinate with Manufacturing, Marketing, QA, Sales and Inventory for seamless execution. Your role includes facilitating educational programs, guiding team members in system improvements, and supporting product launches with aligned

Qualifications

• Education: Bachelor's Degree (± 16 years) or equivalent combination of education and work experience.
• Minimum 2 years of experience.
• At least 2 years in a medical laboratory environment, field service, clinical experience, or diagnostic product experience.

Responsibilities

• Analyze business processes by gathering information, analyzing requirements, and documenting problems related to Customer Service processes and educational programs.
• Develop corrective actions for long-term improvements in systems design and processes.
• Lead projects and coordinate with Manufacturing, Marketing, QA, Sales and Inventory to ensure customer plans are met.

Education

Bachelor's Degree

Job description

JOB DESCRIPTION

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 122,000 colleagues serve people in more than 160 countries.

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 .
• 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 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.

MAIN PURPOSE OF THE ROLE

Designs, develops, and implements short and long-term solutions to improve Customer Service processes. Monitors and analyzes recorded impacts and other metrics; supports team members in the resolution of impacts and recognizes trends in order to formulate changes in daily operations. Leads projects and implements process improvements for current and future projects to ensure customers are engaged. Facilitate new product launches by coordinating with all departments involved. Manages customer accounts to ensure US and global customer satisfaction. Supports department and teams in the resolution of order processing, department audits and customer issues.

MAIN RESPONSIBILITIES

Analyzes business processes by gathering information, analyzing requirements, and defining and documenting problems related to Customer Service processes and educational programs. Develops corrective actions for driving long-term improvements in systems design and processes. Designs and manages projects that address systemic impacts with the goal of implementing long-term solutions. Coordinates and leads customer projects and events to ensure customer engagement and satisfaction. Facilitates discussions meetings with Manufacturing, Marketing, QA, Sales and Inventory to ensure adequate preparation, communication and adherence to customer plans. Coordinates the release of all documentation required for successful internal and external educational programs. Supports team members in department audits, process improvements, and addressing customer-related issues. Provides guidance and training to team members on the implementation of short and long-term system improvements. Supports marketing launch strategy by implementing appropriate internal business processes and assists in the training/communication of the processes with the sales force. Begins establishing and cultivating a network of internal resources to facilitate completion of tasks. Individual influence is typically exerted at the peer level. Completes daily work to meet established schedule with guidance from supervisor on prioritization of tasks. May exercise authority within pre-established limits and approval. Failure to achieve results can normally be overcome without serious effect on the business.

QUALIFICATIONS

• Education Bachelors Degree (± 16 years) or An equivalent combination of education and work experience
• Experience/Background Minimum 2 years
• At least 2 years of experience in a medical laboratory environment, field service, clinical experience, or diagnostic product experience

PAY

The base pay for this position is $50,700.00 – $101,300.00 In specific locations, the pay range may vary from the range posted.

JOB FAMILY: Customer Service

DIVISION: AVD Vascular
LOCATION: United States > Temecula : AWDC
ADDITIONAL LOCATIONS:
WORK SHIFT: Standard
TRAVEL: No
MEDICAL SURVEILLANCE: Not Applicable
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)

EEO STATEMENT

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

ABOUT ABBOTT

Abbott is about the power of health. For more than 135 years, Abbott has been helping people reach their potential — because better health allows people and communities to achieve more. With a diverse, global network serving customers in more than 160 countries, we create new solutions — across the spectrum of health, around the world, for all stages of life. Whether it’s next-generation diagnostics, life-changing devices, science-based nutrition, or novel reformulations, we are advancing some of the most innovative and revolutionary technologies in healthcare, helping people live their best lives through better health. The people of Abbott come to work each day with relentless energy, enthusiasm and a promise to enhance the health and well-being of millions of people. They push the boundaries to help manage and treat some of life’s greatest health challenges.