Customer Service Programs & Community Engagement Specialist

Abbott Laboratories · Foster City · $50,700–$101,300 (stated in the posting)

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 122,000 colleagues serve people in more than 160 countries.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You’ll also have access to:

Career development with an international company where you can grow the career you dream of .
Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year
An excellent retirement savings plan with high employer contribution
Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.

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.

Failure to achieve results can normally be overcome without serious effect on the business.

QUALIFICATIONS

Education

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

Experience/Background

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

The base pay for this position is $50,700.00 – $101,300.00. In specific locations, the pay range may vary from the range posted.

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