Customer Service Programs & Community Engagement Specialist

Abbott • Temecula, CA

4d • $61,300 - $122,700 • Onsite

About The Position

The Customer Service Programs & Community Engagement Specialist designs, develops, and implements short- and long-term solutions to improve Customer Service processes. The role monitors and analyzes recorded impacts and other metrics, helps team members resolve impacts, identifies trends, and formulates changes to daily operations. It leads projects and process improvements, facilitates new product launches through cross-departmental coordination, manages customer accounts to support U.S. and global customer satisfaction, and assists with order processing, department audits, and customer issues.

The position analyzes business processes and documents issues related to Customer Service processes and educational programs; develops corrective actions and long-term improvements; and coordinates customer projects, events, and educational-program documentation. It works with Manufacturing, Marketing, QA, Sales, and Inventory, supports marketing launch strategies and internal process training and communications, and provides guidance to team members implementing system improvements. The role works under supervisor guidance for task prioritization and may exercise authority within established limits and approval.

The position is based in Temecula, California. The listed base pay range is $61,300.00–$122,700.00, and the job listing states no travel.

Requirements

• Bachelor’s degree (approximately 16 years of education) or an equivalent combination of education and work experience.
• At least 2 years of experience in a medical laboratory environment, field service, clinical experience, or diagnostic product experience.

Responsibilities

• Analyze business processes by gathering information, analyzing requirements, and defining and documenting problems related to Customer Service processes and educational programs.
• Develop corrective actions to drive long-term improvements in systems design and processes.
• Design and manage projects that address systemic impacts, with the goal of implementing long-term solutions.
• Coordinate and lead customer projects and events to support customer engagement and satisfaction.
• Facilitate discussions and meetings with Manufacturing, Marketing, QA, Sales, and Inventory to ensure preparation, communication, and adherence to customer plans.
• Coordinate the release of documentation required for internal and external educational programs.
• Support team members with department audits, process improvements, and customer-related issues.
• Provide guidance and training to team members on implementing short- and long-term system improvements.
• Support marketing launch strategy by implementing internal business processes and assisting with sales-force training and communication.
• Establish and cultivate a network of internal resources to facilitate task completion.
• Complete daily work to meet the established schedule, with supervisor guidance on prioritization.
• Manage customer accounts to support U.S. and global customer satisfaction.
• Support the resolution of order-processing and customer issues.

Benefits

• Career development opportunities with an international company.
• Employees may qualify for free medical coverage in the Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• Retirement savings plan with high employer contribution.
• Tuition reimbursement.
• Freedom 2 Save student debt program.
• FreeU education benefit, described as an affordable and convenient path to earning a bachelor’s degree.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level