Senior Supervisor, Customer Service

Abbott • Richmond, VA

2d • $86,700 - $173,300 • Onsite

About The Position

The position of Senior Supervisor, Customer Service is within Abbott's Toxicology business located in Richmond, Virginia. This 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.

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.

Nice To Haves

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

Responsibilities

• 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.
• Troubleshoot and resolve customer concerns using root cause analysis, coordinating cross-functional support as needed to ensure timely outcomes.
• Train, coach, and develop customer service associates while modeling professionalism, driving change adoption, and promoting service excellence across the organization.
• Execute responsibilities in alignment with business policies and regulatory standards (ISO, FDA), maintain strong quality awareness, and ensure adherence to the Quality Management System.
• Represent the organization with integrity in all interactions, remain aware of product quality implications, and support additional projects and responsibilities as assigned.

Benefits

• FREE coverage in our HIP PPO medical plan (upon completion of a short wellness assessment, 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
• FreeU education benefit

What This Job Offers

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