Senior Supervisor, Customer Service

Abbott Laboratories; Richmond, Northern (VA, KY); Hybrid; USD 87,000 - 173,000; Full time

Benefits offered by this job

Healthcare benefits

Retirement plan

Tuition reimbursement

Wellness program

Job summary

Abbott Laboratories in Richmond, Virginia seeks a Senior Supervisor, Customer Service to drive KPI performance for call intake, order entry, and ticket volume. You will lead frontline teams, optimize staffing, and coordinate with manufacturing, shipping, applications, sales, accounting, R&D, and quality to improve the customer experience.

The role requires a Bachelor’s degree and proven leadership in service operations, with strong communication and analytical skills to resolve issues and guide

Qualifications

• Bachelor’s degree required or equivalent.
• Experience in call center operations and customer service leadership.
• Strong data analysis and presentation skills (advanced Excel/MS Office).

Responsibilities

• Improve call intake and order entry processes and monitor KPIs.
• Lead and develop frontline teams, coaching for service excellence.
• Resolve escalated issues with cross-functional collaboration and root-cause analysis.
• Ensure compliance with ISO and FDA standards and maintain QMS awareness.

Skills

Data analysis

Leadership

Communication

Problem solving

Excel

Education

Bachelor’s degree

Tools

Excel

MS Office

Job description

Descritivo de Cargo

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: 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.

The 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.
• 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 and @AbbottGlobal.

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.

Família de Cargo

Customer Service Divisão TOX ARDx Toxicology Localidade United States > Richmond : 9201 Arboretum Parkway Localidades Adicionais Turno de Trabalho Standard Viagem Yes, 10 % of the Time Vigilância médica No Atividades de trabalho significativas 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

A Abbott significa o poder da saúde

A Abbott significa o poder da saúde. Por mais de 125 anos, a Abbott tem ajudado as pessoas a alcançar seu potencial — porque uma saúde melhor permite que indivíduos e comunidades vivam melhor. Com uma rede global e diversificada, que serve clientes em mais de 160 países, criamos novas soluções — em todo o espectro da saúde, em todo o mundo, para todas as fases da vida. Seja através da próxima geração de equipamentos de diagnóstico, dispositivos médicos para estilos de vida em transformação, nutrição baseada em ciência, ou novas reformulações, estamos desenvolvendo tecnologias mais inovadoras e revolucionárias na área da saúde para que indivíduos vivam melhor e com mais saúde. Os colaboradores da Abbott vêm trabalhar todos os dias com energia, entusiasmo e comprometimento com o intuito de promover a saúde e o bem-estar de milhões de pessoas. Eles superam os limites para ajudar a gerenciar e tratar alguns dos maiores desafios de saúde da vida. Convidamos você a explorar as oportunidades na Abbott, a ver se seus talentos e aspirações de carreira podem se encaixar com as nossas vagas. A Abbott é uma empresa que oferece oportunidades iguais e acolhe e incentiva a diversidade em nossa força de trabalho.

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