Supervisor, Customer Operations

About the role

The Customer Service Supervisor at AbbVie is responsible for guiding and supporting team members, managing performance, and fostering a collaborative environment to ensure high-quality customer service.

Responsibilities

• Foster the growth of individual team members by building strong relationships and creating a positive customer experience.
• Set performance goals, track, evaluate, and coach agent performance.
• Able to manage competing priorities to ensure deadlines are met.
• Hold monthly meetings with direct reports to facilitate agent growth and development, as well as discuss and improve performance when necessary.
• Proactively identify problems and take initiative to implement process improvements for efficient business operations.
• Review, analyze, and interpret team and individual metrics, and conduct necessary data analysis.
• Supervise and oversee incoming returns, inquiries, email, and phone queues, and guide staff accordingly.
• Demonstrate the ability to handle multiple tasks simultaneously and work under pressure.
• Take responsibility for the complete processing of daily open orders, ensuring they are processed in a timely manner.
• Demonstrate a commitment to constant growth and learning by building knowledge of the organization, processes, and customers, while engaging in ongoing professional development.
• Act as a subject matter expert for respective businesses and processes, in handling escalations from the team.
• Demonstrate a passion for delivering exceptional service every day, setting an example for the team.

Requirements

• 2-4 years of experience leading people in a customer service and/or sales support environment.
• Experience managing and executing continuous improvement projects.
• Effective communication skills (presentation, document writing, coaching people).
• Experience working with Microsoft Office, Outlook, Word, Excel, and PowerPoint.
• SAP, CRM, or Business Systems experience preferred.
• Medical Device or Pharmaceutical experience strongly preferred.
• University degree or equivalent combination of education and experience required.

Qualifications

• Positive attitude towards team deliverables and priorities.
• Builds strong relationships to enable higher performance.
• Learns fast and changes course quickly where indicated.
• Raises the bar and is never satisfied with the status quo.
• Creates a learning environment and is open to suggestions.
• Demonstrates a servant-leader approach while bringing deep subject matter expertise.

Skills and Abilities

• Positive all for one approach to team deliverables and priorities.
• Builds strong relationships to enable higher performance.
• Learns fast and can change course quickly where indicated.
• Raises the bar and is never satisfied with the status quo.
• Creates a learning environment and is open to suggestions.
• Demonstrates a servant-leader approach while bringing deep subject matter expertise.

Benefits

• Paid time off (vacation, holidays, sick)
• Medical/dental/vision insurance
• 401(k) plan

Pay

The salary range for this role is $65,500 - $125,500 USD per year. Individual compensation will depend on various factors including geographic location.

Schedule

Full-time position.