Customer Service Team Lead - Structural Heart

Within Abbott's Structural Heart division, we are recruiting a Team Lead for the Customer service department. Within Structural Heart, we partner with some of the world's best specialists and care teams that we know, to repair the damage caused by structural heart diseases and help rebuild healthier hearts—through better therapies, better evidence, and better experience. In this role, you will:
Management of a part of the country Customer Service department in order to provide internal and external customers with best possible service in terms of order processing, pricing and billing inquires, service requests and customer complaintsTrain, motivate and coach Customer Service Representatives to continuously improve the quality and productivity of department output and introduce innovative methods to support this effortDevelop strategies of the country Customer Service department and service activitiesSpecifically, you will:
Manage a team of Customer Service professionalsDevelop a continuous improvement environment for department processes including order processing (EDI and Esker), returns processing, backorder processing, credit requests and new product launchesIdentify and work on process improvementsMaintain a safe and professional work environmentSupervise work schedules, PTO, staffing levels to ensure customer calls, fax orders, e-mail requests and other forms of external and internal customer contact and requests are handled appropriately and within defined goalsSupport all company initiatives as identified by management and in support of Quality Management Systems (QMS), Environmental Management Systems (EMS) and other regulatory requirementsEDUCATION & COMPETENCIES High School diploma or equivalent required5-7 years of Customer Service/ Contact Center experienceInternational management experience is a plusExperience of the medical device industryFluent in English and Italian10-20% of travel required

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