Senior Customer Service Leader – Data-Driven Ops

Abbott Laboratories; Richmond (VA); On-site; USD 87,000 - 173,000; Full time

Benefits offered by this job

HIP PPO medical plan

Free coverage for next calendar year

Retirement savings plan with high-emlo

Job summary

Abbott Laboratories in Richmond, Virginia, seeks a Senior Supervisor to lead the Customer Service team within the Toxicology division. You will design and monitor KPIs for call intake, order entry, and overall customer experience, using data to optimize staffing and ensure responsive support across diagnostic systems in customer environments.

You will hire, train, and coach frontline staff, collaborate with manufacturing, shipping, applications, sales, accounting, R&D, and quality to drive

Qualifications

• Bachelor’s degree.
• 4+ years in call center operations, order processing and customer service leadership.
• Experience managing service performance, workflows and KPIs; able to analyze and present data (Excel/MS Office).
• Previous experience leading teams across a matrix organization.
• Strong communication, analytical thinking, problem-solving and execution with a results-driven approach.

Responsibilities

• Process and performance optimization of call intake and order entry.
• Troubleshoot and resolve customer concerns with root cause analysis.
• Train, coach and develop customer service associates; promote service excellence.
• Ensure compliance with ISO and FDA; maintain Quality Management System.
• Collaborate across manufacturing, shipping, applications, sales, accounting, R&D and quality.

Job description

Abbott Laboratories in Richmond, Virginia, seeks a Senior Supervisor to lead the Customer Service team within the Toxicology division. You will design and monitor KPIs for call intake, order entry, and overall customer experience, using data to optimize staffing and ensure responsive support across diagnostic systems in customer environments.

You will hire, train, and coach frontline staff, collaborate with manufacturing, shipping, applications, sales, accounting, R&D, and quality to drive