Customer Service Programs & Community Engagement Specialist

MAIN PURPOSE OF THE ROLE

Designs, develops, and implements short and long-term solutions to improve Customer Service processes. Monitors and analyzes recorded impacts and other metrics; supports team members in the resolution of impacts and recognizes trends in order to formulate changes in daily operations. Leads projects and implements process improvements for current and future projects to ensure customers are engaged. Facilitate new product launches by coordinating with all departments involved. Manages customer accounts to ensure US and global customer satisfaction. Supports department and teams in the resolution of order processing, department audits and customer issues.

MAIN RESPONSIBILITIES

• Analyzes business processes by gathering information, analyzing requirements, and defining and documenting problems related to Customer Service processes and educational programs.

• Develops corrective actions for driving long-term improvements in systems design and processes.

• Designs and manages projects that address systemic impacts with the goal of implementing long-term solutions.

• Coordinates and leads customer projects and events to ensure customer engagement and satisfaction.

• Facilitates discussions meetings with Manufacturing, Marketing, QA, Sales and Inventory to ensure adequate preparation, communication and adherence to customer plans.

• Coordinates the release of all documentation required for successful internal and external educational programs.

• Supports team members in department audits, process improvements, and addressing customer-related issues.

• Provides guidance and training to team members on the implementation of short and long-term system improvements.

• Supports marketing launch strategy by implementing appropriate internal business processes and assists in the training/communication of the processes with the sales force.

• Begins establishing and cultivating a network of internal resources to facilitate completion of tasks.

• Individual influence is typically exerted at the peer level.

• Completes daily work to meet established schedule with guidance from supervisor on prioritization of tasks.

• May exercise authority within pre-established limits and approval.

• Failure to achieve results can normally be overcome without serious effect on the business.

QUALIFICATIONS

Education

Bachelors Degree (± 16 years) or An equivalent combination of education and work experience

Experience/Background

Minimum 2 years At least 2 years of experience in a medical laboratory environment, field service, clinical experience, or diagnostic product experience

The base pay for this position is

$50,700.00 – $101,300.00

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

JOB FAMILY:

Customer Service

DIVISION:

AVD Vascular

LOCATION:

United States > Temecula : AWDC

ADDITIONAL LOCATIONS:

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