Senior Supervisor, Customer Service

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

About Abbott

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 115,000 colleagues serve people in more than 160 countries. JOB DESCRIPTION: 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 diagnostic solutions are utilized in hospitals, laboratories, and clinics worldwide. The crucial information derived from our tests, instruments, and informatics systems is often the first step in patient care decision‑making for hundreds of health conditions, ranging from heart attacks to blood disorders, infectious diseases, and cancers.

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:

Benefits

• Career development with an international company where you can grow the career you dream of.
• 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.
• An excellent retirement savings plan with a 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 the best place to work for diversity, working mothers, female executives, and scientists.

Opportunity

The position of Senior Supervisor, Customer Service is within our Toxicology business located in Richmond, Virginia. This role drives customer satisfaction and service performance to strengthen the Abbott brand by designing and managing KPIs for call intake, order entry, ticket volumes, and overall customer experience. It uses data insights to optimize staffing, maintain coverage, meet goals, and ensure effective support through strong knowledge of diagnostic systems in customer environments. The role also manages escalated customer issues, ensuring timely resolution, while analyzing trends, reporting performance, and identifying process improvements through SOPs to reduce wait times. It leads hiring, training, and coaching of frontline teams and collaborates across functions—manufacturing, shipping, applications, sales, accounting, R&D, and quality—to align communication and drive continuous improvement.

What You’ll Work On

• Process & performance optimization: Continuously improve call intake and order entry through performance monitoring, automation tools, and cost‑effective solutions; manage departmental budgets and drive corrective actions to meet financial goals.
• Customer issue resolution: Troubleshoot and resolve customer concerns using root cause analysis, coordinating cross‑functional support as needed to ensure timely outcomes.
• Team leadership & culture: Train, coach, and develop customer service associates while modeling professionalism, driving change adoption, and promoting service excellence across the organization.
• Compliance & quality: Execute responsibilities in alignment with business policies and regulatory standards (ISO, FDA), maintain strong quality awareness, and ensure adherence to the Quality Management System.
• Professional conduct & continuous support: Represent the organization with integrity in all interactions, remain aware of product quality implications, and support additional projects and responsibilities as assigned.

Required Qualifications

• Bachelor’s degree
• 4+ years in call center operations, order processing, and customer service team leadership.
• Experience managing service performance, workflows, and KPIs; strong ability to analyze and present data (advanced Excel/MS Office).
• Previous experience leading teams and influencing stakeholders across a matrix environment.
• Strong communication, analytical thinking, problem‑solving, and execution skills with a results‑driven, detail‑oriented approach.

Preferred Qualifications

• Flexible and proactive, with the ability to manage multiple priorities and adapt quickly in a fast‑paced, dynamic environment.

Location & Details

• Location: United States > Richmond : 9201 Arboretum Parkway
• Additional Locations: (none specified)
• Work Shift: Standard
• Travel: Yes, 5 % of the Time
• Medical Surveillance: No
• Significant Work Activities: Keyboard use (greater or equal to 50% of the workday)

Compensation

The base pay for this position is $86,700.00 – $173,300.00. In specific locations, the pay range may vary from the range posted.

Job Family

Job Family: Customer Service; Division: TOX ARDx Toxicology

Equal Opportunity & Diversity

Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans. Abbott is an Equal Opportunity Employer, committed to employee diversity.

EEO Information

• 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

Abbott is about the power of health

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. We invite you to explore opportunities at Abbott, to see if your talents and career aspirations may fit with our openings. An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce.

Contact

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott, and on Twitter @AbbottNews and @AbbottGlobal.

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