As a Customer Service Supervisor, your primary responsibilities will include providing guidance and support to your team members, training and developing their skills, monitoring performance, managing workloads, facilitating communication and coordination, solving problems and escalating issues as needed, conducting performance evaluations, and fostering a collaborative team environment. You will play a critical role in ensuring effective customer service delivery, optimizing team performance, and promoting continuous growth and development among the team members. If you are interested in joining our team that strives for excellence and growth opportunities, we encourage you to submit your resume. Let's discuss how your expertise can significantly contribute to our team and explore the exciting growth opportunities that await you at Abbvie.
Sincerely, Customer Service Manager
Key Duties and 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.
- 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.
Skills and Abilities:
- 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.
- Demonstrates a “servant-leader” approach while bringing deep subject matter expertise.
Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law:
- The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future.
- We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.
- This job is eligible to participate in our short-term incentive programs.
Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company’s sole and absolute discretion, consistent with applicable law.
AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community. Equal Opportunity Employer/Veterans/Disabled.
US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html
US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:
https://www.abbvie.com/join-us/reasonable-accommodations.html
