Customer Service Team Lead - Structural Heart

Within Abbott's Structural Heart division, we are recruiting a Team Lead for the Customer service department. Within Structural Heart, we partner with some of the world's best specialists and care teams that we know, to repair the damage caused by structural heart diseases and help rebuild healthier hearts—through better therapies, better evidence, and better experience.

In this role, you will:

• Management of a part of the country Customer Service department in order to provide internal and external customers with best possible service in terms of order processing, pricing and billing inquires, service requests and customer complaints
• Train, motivate and coach Customer Service Representatives to continuously improve the quality and productivity of department output and introduce innovative methods to support this effort
• Develop strategies of the country Customer Service department and service activities

Specifically, you will:

• Manage a team of Customer Service professionals
• Develop a continuous improvement environment for department processes including order processing (EDI and Esker), returns processing, backorder processing, credit requests and new product launches
• Identify and work on process improvements
• Maintain a safe and professional work environment
• Supervise work schedules, PTO, staffing levels to ensure customer calls, fax orders, e-mail requests and other forms of external and internal customer contact and requests are handled appropriately and within defined goals
• Support all company initiatives as identified by management and in support of Quality Management Systems (QMS), Environmental Management Systems (EMS) and other regulatory requirements

• High School diploma or equivalent required
• 5-7 years of Customer Service/ Contact Center experience
• International management experience is a plus
• Experience of the medical device industry
• Fluent in English and Italian
• 10-20% of travel required