The Customer Experience (CX) Supervisor has formal supervisory responsibilities; coordinates resources and sets daily priorities to meet operational objectives. The CX Sr Supervisor will be accountable for the results of a medium-sized customer experience team and will ensure that excellence is delivered during all internal and external customer interactions.
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, tracks and evaluates performance; coaches, develops and trains team.
- Creates bench strength and career progression opportunities for the team based on the CXR Career Blue Print.
- Ability to work and lead initiatives without day to day supervision.
- Able to prioritize and manage competing priorities to ensure deadlines are met.
- Attention to detail and follow-through on execution.
- Solves problems based on practice and precedent.
- Ability to take initiative and make independent and timely decisions.
- Excellent verbal and written communication skills.
- Collaborates with Trainers to continuously improve the Training Curriculum and Training experience.
- Collaborates with external temp/contingent agency as needed.
- Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills. Builds knowledge of the organization, processes and customers.
- The employee must conduct their work activities in compliance with all AbbVie internal requirements and with all applicable regulatory requirements. AbbVie internal requirements include compliance with ethics, environmental health and safety, financial, human resources, and general business policies, requirements and objectives.
Key AbbVie Leadership Competencies:
- Positive “all for one” approach to team deliverables and priorities.
- Builds strong relationship to enable higher performance.
- Learns fast, grasps the “essence” and can change course quickly where indicated.
- Raises the bar and is never satisfied with the status quo.
- Creates a learning environment and open to suggestions.
- Demonstrates a “servant-leader” approach while bringing deep subject matter expertise.
The following listed requirements need to be met at a minimum level to be considered for the position:
- 2 –3 years’ experience leading people in a customer service or customer facing 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 Power Point.
- SAP, CRM, or Business Systems experience preferred.
- Medical Device or Pharmaceutical experience strongly preferred.
Education
- University degree or equivalent combination of education and experience required. Typically requires 2-3 years’ experience.
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
