Supervisor Customer Service

Abbott; Temecula (CA); On-site; USD 61,000 - 123,000; Full time

Benefits offered by this job

Free medical coverage

Retirement savings plan

Tuition reimbursement

Education benefit

Job summary

Abbott in Temecula, CA is seeking a Supervisor Customer Service to lead the operations of the Customer Service department. You will coach, develop, and motivate a team while ensuring high quality service and adherence to company policies.

This role requires a Bachelor's degree (Master's preferred) and at least five years of related experience. The position emphasizes staffing, scheduling, compliance, and continuous improvement in a fast-paced healthcare environment.

Qualifications

• Bachelor's degree in a related field or equivalent experience.
• Master's degree preferred.
• Minimum 5 years of related work experience.
• Monitors progress of nonexempt employees toward goals and resources.
• Works in a quality system environment with regulatory awareness.
• Develops and identifies new work processes and continuous improvement.

Responsibilities

• Staffing plan and HR coordination to ensure required staffing levels.
• Develop direct reports with training, tasks, and performance reviews.
• Develop work schedules for the department to meet quality standards.
• Monitor compliance of department documents with regulations and procedures.
• Maintain and modify personnel records to reflect changes.
• Interact with internal/external customers to ensure compliance and relationships.
• Monitor business indicators and recommend efficiency improvements.
• Oversee area activities and provide direct supervision to personnel.
• Make day-to-day decisions aligning with policies and regulations.

Skills

Bachelor's degree

Master's degree

5+ years experience

Quality system

Process improvement

Education

Bachelor's Degree in Related field

Master's Degree Preferred

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.

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.
• 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.
• 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 Temecula, CA location in the Abbott Vascular Devices division.

Abbott Vascular provides innovative, minimally invasive, and cost-effective products for the treatment of vascular disease.

Supervisor Customer Service, supervises the operations within Customer Service with responsibility for implementing processes and systems that produce high quality customer service in the most cost-effective manner. Responsible for leading, coaching, developing the team members in the Customer Service department and fostering a positive work environment. Develops and maintains strong working relationships with external and internal customers to ensure excellent service levels.

What You’ll Work On:

• Implements a staffing plan by identifying resource requirements, writing justifications for additional personnel, obtaining approval for changes from a supervisor, and coordinating the selection process in conjunction with Human Resources to ensure required staffing levels are maintained and company policies and procedures are upheld (e.g., compliance with EEO/AAP regulations).
• Develops direct reports by, assessing knowledge, skills and abilities (KSA’s), securing appropriate training to address training needs, assigning progressively challenging tasks, applying progressive disciplinary action as needed, and conducting formal written and verbal performance reviews on the basis of predetermined objectives and performance information obtained from multiple sources, to communicate strengths and development needs to employees.
• Develops work schedules for department by assessing priorities, workload and available resources, to ensure that work is completed on time and that established standards of quality are met.
• Monitors compliance of department documents, policies and procedures with regulations, by ensuring that required documentation is complete, correct revisions are in use, policies and procedures are understood and adhered to, and records are maintained and controlled according to validated procedures.
• Maintains personnel records (e.g., work schedules, vacation schedules, leaves) and makes or directs modifications in the database to reflect actual changes to ensure that accurate information is available and that records are in compliance with company policies and procedures.
• Interacts with internal and external customers (suppliers, contractors, consultants, regulatory agencies, or legal representatives), by meeting regularly, responding to requests, and explaining procedures, to ensure operations are in compliance, promote positive business relationships, and ensure that company interests are represented.
• Monitors internal/external business indicators by reading organizational literature to identify current practices/industry standards, departmental reports and soliciting input (staff, suppliers, internal/external experts), to develop recommendations that enhance operating efficiency and improve the company’s competitive advantage.
• Must be able to multi-task and oversee area activities by providing direct supervision to personnel (e.g. daily inspections, trouble-shooting, mediating conflicts, resolving conflicting work priorities, and formulating corrective actions), to ensure the timely and effective completion of tasks and alignment of area and company goals and objectives.
• Makes day-to-day decisions that impact the area, by analyzing situations, considering alternative solutions, and reaching conclusions that are in alignment with company regulations and policies.

Required Qualifications:

• Bachelors Degree (± 16 years) Related field or an equivalent combination of education and work experience
• Masters Degree (± 18 years) Preferred
• Minimum 5 years of related work experience.
• Monitors progress of nonexempt employees toward departmental goals; monitors costs of projects and human and material resources within a department or unit.
• Will perform this job in a quality system environment. Failure to adequately perform tasks can result in noncompliance with governmental regulations.
• Develops and/or identifies new work processes and the improved utilization of human and material resources within the assigned area or related departments; facilitates others’ participation in the continuous improvement program; investigates and solves basic problems that impact work processes and personnel within a unit or department.

The base pay for this position is

$61,300.00 – $122,700.00

In specific locations, the pay range may vary from the range posted.

JOB FAMILY:

Customer Service

DIVISION:

AVD Vascular

LOCATION:

United States > Temecula : AWDC

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)

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