Senior Supervisor, Customer Service

About the role

This position of Senior Supervisor, Customer Service is within our Toxicology business located in Richmond, Virginia. The role drives customer satisfaction and service performance to strengthen the Abbott brand by designing and managing KPIs for call intake, order entry, ticket volumes, and overall customer experience. It uses data insights to optimize staffing, maintain coverage, meet goals, and ensure effective support through strong knowledge of diagnostic systems in customer environments. The role also manages escalated customer issues, ensuring timely resolution, while analyzing trends, reporting performance, and identifying process improvements through SOPs to reduce wait times. It leads hiring, training, and coaching of frontline teams and collaborates across functions—manufacturing, shipping, applications, sales, accounting, R&D, and quality—to align communication and drive continuous improvement.

Responsibilities

• Process & performance optimization: Continuously improve call intake and order entry through performance monitoring, automation tools, and cost-effective solutions; manage departmental budgets and drive corrective actions to meet financial goals.
• Customer issue resolution: Troubleshoot and resolve customer concerns using root cause analysis, coordinating cross-functional support as needed to ensure timely outcomes.
• Team leadership & culture: Train, coach, and develop customer service associates while modeling professionalism, driving change adoption, and promoting service excellence across the organization.
• Compliance & quality: Execute responsibilities in alignment with business policies and regulatory standards (ISO, FDA), maintain strong quality awareness, and ensure adherence to the Quality Management System.
• Professional conduct & continuous support: Represent the organization with integrity in all interactions, remain aware of product quality implications, and support additional projects and responsibilities as assigned.

Requirements

• Bachelor’s degree
• 4+ years in call center operations, order processing, and customer service team leadership
• Experience managing service performance, workflows, and KPIs; strong ability to analyze and present data (advanced Excel/MS Office)
• Previous experience leading teams and influencing stakeholders across a matrix environment
• Strong communication, analytical thinking, problem-solving, and execution skills with a results-driven, detail-oriented approach

Preferred Qualifications

• Flexible and proactive, with the ability to manage multiple priorities and adapt quickly in a fast-paced, dynamic environment

Benefits

• Career development with an international company where you can grow the career you dream of
• Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year
• An excellent retirement savings plan with a 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
• A company that is recognized as one of the best big companies to work for, as well as the best place to work for diversity, working mothers, female executives, and scientists

Pay

The base pay for this position is $86,700.00 – $173,300.00. In specific locations, the pay range may vary from the range posted.