AbbVie Customer Service Supervisor at AbbVie leads and develops a customer service team to ensure effective service delivery and continuous improvement. The role involves performance management, problem-solving, and process optimization.
Responsibilities
Fosters the growth of individual team members by building strong relationships and works to build customer relationships by creating a positive customer experience.
Sets performance goals, track, evaluates and coach agent performance.
Able to manage competing priorities to ensure deadlines are met.
Hold monthly meetings with direct reports to facilitate agent growth and development, as well as discuss and improve performance when necessary.
Proactively identify problems and take initiative to implement process improvements for efficient business operations.
Review, analyze, and interpret team and individual metrics, and conduct necessary data analysis.
Supervise and oversee incoming returns, inquiries, email, and phone queues, and guide staff accordingly.
Demonstrate the ability to handle multiple tasks simultaneously and work under pressure.
Take responsibility for the complete processing of daily open orders, ensuring they are processed in a timely manner.
Demonstrate a commitment to constant growth and learning by building knowledge of the organization, processes, and customers, while engaging in ongoing professional development.
Act as a subject matter expert for respective businesses and processes, in handling escalations from the team.
Demonstrate a passion for delivering exceptional service every day, setting an example for the team.
Qualification
SAP
Required
2-4 years of experience leading people in a customer service and.or sales support, environment.
Experience managing and executing continuous improvement projects.
Effective communication skills (presentation, document writing, coaching people).
Experience working with Microsoft Office, Outlook, Word, Excel, and PowerPoint.
SAP, CRM, or Business Systems experience preferred.
Medical Device or Pharmaceutical experience strongly preferred.
University degree or equivalent combination of education and experience required.
Positive “all for one” approach to team deliverables and priorities.
Build strong relationships to enable higher performance.
Learns fast and can change course quickly where indicated.
Raises the bar and is never satisfied with the status quo.
Creates a learning environment and is open to suggestions.
