Customer Service Supervisor

Abbott Laboratories • Lake Mary, FL

7d • $78,000 - $156,000 • Onsite

About The Position

At Abbott, you can do work that matters, grow, and learn, care for yourself and your 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 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 worldwide 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.
The Opportunity
This position works out of our Lake Mary, Florida location in the Abbott Heart Failure, Acelis Connected Health business. Our Heart Failure solutions are helping address some of the World’s greatest healthcare challenges.
The position leads a team of Customer Service Representatives within the USD Division of Abbott. The position requires the supervisor to train, motivate and coach employees to continuously improve the quality and productivity of department output and introduce innovative methods to support this effort.

Requirements

• Bachelor's Degree in related field
• Minimum of 6 years of experience related work experience
• Monitors progress of exempt individuals, teams, and nonexempt technical individuals toward departmental goals; monitors costs of projects and of human and material resources within a department or unit; monitors external environment in area of technical or professional responsibility
• Will perform this job in a quality system environment. Failure to adequately perform tasks can result in noncompliance with governmental regulations
• Develops and/or identifies new work processes and the improved utilization of human and material resources within the assigned area or related departments
• Facilitates others involvement in the continuous improvement program
• Investigates and solves problems that impact work processes and personnel within the assigned unit
• Ability to maintain regular and predictable attendance

Nice To Haves

• Master's Degree
• Supervisory experience
• Experience working in a broader enterprise/cross division business unit model
• Demonstrated ability to train and mentor others
• Ability to work in a highly matrixed and geographically diverse business environment
• Strong leadership skills, including the ability to set goals and provide positive and constructive feedback respectfully to build positive relationships and improve business results
• Ability to work effectively within a team in a fast-paced changing environment
• Strong verbal and written communications with ability to effectively communicate at multiple levels in the organization
• Multi-tasks, prioritizes and meets deadlines in timely manner.
• Strong organizational, planning, and follow-up skills and ability to hold others accountable
• Ability to travel, including internationally

Responsibilities

• Oversee the end-to-end customer journey, tracking trends and taking proactive action to improve the customer experience.
• Monitor dashboards and KPIs daily; identify trends, diagnose performance gaps, and pivot behaviors in real time.
• Host 1:1 check-ins with each team member to review performance, provide coaching, and support individual development plans.
• Demonstrate strong judgment by evaluating root causes, anticipating downstream impacts, and making thoughtful, informed decisions.
• Create, optimize, and document processes to support long-term scalability and efficiency.
• Build strong relationships with internal partners to drive alignment, share insights, and support enterprise goals.
• Hires and retains a diverse, highly qualified staff and provides ongoing performance feedback. Sets goals which align to department plans and manages the execution of goals through coaching and mentoring. Maintains a safe and professional work environment.
• Lead with a “solution-first” mindset while balancing both the granular and big-picture view of customer impact.
• Set clear expectations and create personalized benchmarks to grow high-performing, empowered team members.
• Follow all regulatory policies and procedures, privacy and security standards in accordance with Government agencies to include HIPAA requirements.
• Supervise work schedules, PTO, staffing levels to ensure customer/client calls, e-mail requests and other forms of external and internal customer/client contact and requests are handled appropriately and within defined goal.
• Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements, Company policies, operating procedures, processes, and task assignments. Maintains positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.
• Performs other related duties and responsibilities, on occasion, as assigned.

Benefits

• 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 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 worldwide 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.
• Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees