Abbott Supervisor Customer Service Sr - Divisão Cardiovascular e Neuromodulação (CAHF) - São Paulo/SP in Sao Paulo, Brazil

Essential Functions:

  • Supervise work schedules, PTO, staffing levels to ensure customer calls, e-mail requests and other forms of external and internal customer contact and requests are handled appropriately and within defined goals

  • Monitor and manage department and individual goals and objectives

  • Develop a continuous improvement environment for department processes including order processing, returns processing, backorder processing, credit requests, and new product launches

  • Provides order and returns processing for Legacy SJM International offices and distributors.

  • Processes customer orders submitted via multiple channels, including phone, fax, and email.

  • Provides inventory support for products and services.

  • Communicates with global partners in a clear, concise and professional manner

  • Completes administrative functions to support order processing.

  • Handles moderately complex issues.

  • Provide general direction and guidance to Customer Service Representatives and Coordinators

  • People Management: Lead (organize, plan, direct and control) his/her customer service team members to achieve the expected goals and Customer Service indicators. Motivates and energizes personnel to obtain top performance.

  • Support a continuous improvement environment for department processes including order processing and invoicing transactions, returns processing, backorder processing, credit requests, and new product launches.

  • Work closely with worldwide distribution centers to ensure priorities and exceptions are clearly understood

  • Assist in developing a culture which promotes a customer focused philosophy of “ease of doing business” both within and outside the Customer Service department.

  • Support all Company initiatives as identified by management and in support of Quality Management Systems (QMS), Environmental Management Systems (EMS), and other regulatory requirements.

  • Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements, Company policies, operating procedures, processes, and task assignments. Maintains positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.

  • Performs other related duties and responsibilities, on occasion, as assigned.

Qualifications:

  • College degree required or equivalent combination of education and experience.

  • Minimum of 5 years of experience in a customer service position

  • SAP or Proteus experience preferred.

  • Supervisory experience preferred.

  • Demonstrated ability to train and mentor others required

  • Demonstrated history of creativity and initiative in anticipating and solving customer problems.

  • Proven high level of interpersonal and communication skills, including the ability to listen, resolve problems, deal with unresolved issues, delays and unexpected events.

  • Proven history of sharing knowledge effectively with internal co-workers and internal customers via proactive communication.

  • Minimum of 2 years of experience in Customer Service within the Medical Device Industry required (desired).

  • Experience working in a broader enterprise/cross-division business unit model preferred.

  • Ability to work in a highly matrixed and geographically diverse business environment.

  • Ability to work within a team and as an individual contributor in a fast-paced, changing environment.

  • Ability to leverage and/or engage others to accomplish projects.

  • Strong verbal and written communications with ability to effectively communicate at multiple levels in the organization.

  • Multitasks, prioritizes and meets deadlines in timely manner.

  • Strong organizational and follow-up skills, as well as attention to detail.

  • Ability to travel approximately 15%, including internationally

  • Ability to maintain regular and predictable attendance.

  • Regularly scheduled overtime is a requirement of this position.

  • Fully bilingual Portuguese/English is required

An Equal Opportunity Employer

Abbot welcomes and encourages diversity in our workforce.

We provide reasonable accommodation to qualified individuals with disabilities.

To request accommodation, please call 224-667-4913 or email corpjat@abbott.com