Summary

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.

Job description

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.

Qualifications

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

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

Requirements

Bachelors Degree (± 16 years) or an equivalent combination of education and work experience
At least 2 years of experience in a medical laboratory environment, field service, clinical experience, or diagnostic product experience
Strong analytical and project management skills
Customer service experience
Process improvement experience
Cross-functional collaboration and communication skills

Benefits

Free Medical Coverage (HIP PPO)
Retirement Savings Plan
Tuition Reimbursement
Freedom 2 Save Student Debt Program
FreeU Education Benefit
Career Development

Company overview

Abbott Laboratories is a global healthcare leader with a 135-year legacy of innovation, dedicated to helping people live healthier, fuller lives through life-changing technologies and products. Headquartered in Abbott Park, Illinois, the company operates in more than 160 countries with a workforce of approximately 114,000 professionals. Abbott's diversified portfolio spans four core business segments: medical devices, diagnostics, nutrition products, and branded generic pharmaceuticals. The company is particularly renowned for its groundbreaking medical devices including cardiovascular technologies, diabetes management systems like the FreeStyle Libre continuous glucose monitor, neuromodulation devices for chronic pain, and the AVEIR DR dual chamber leadless pacemaker system. In diagnostics, Abbott has been instrumental in developing critical tests, including the first licensed HIV test in 1985 that helped secure blood supply safety. The company's nutrition division produces leading infant formulas like Similac, while its pharmaceutical business provides quality branded generic medicines. Abbott consistently ranks among Fortune's Most Admired Companies and maintains a strong commitment to sustainability and corporate responsibility, making it a trusted partner in advancing global healthcare.