JOB DESCRIPTION:

About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You will have access to:

• Career development with an international company where you can grow the career you dream of .
• 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 a best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

This position works out of our Alajuela location in the Cardiac Rhythm Technologies Division.

As a global leader in Cardiac Rhythm Technologies, we focus on innovative technologies that can improve the way doctors treat people with heart arrhythmias, or irregular heartbeats.

As the Customer Service Supervisor I, you’ll have the chance to lead La team of Customer Service Representatives in day to day operations of Abbott. Under minimal supervision trains motivates and coachs employees to continuously improve the quality and productivity of department output and introduce innovative methods to support this effort. Supervise work schedules, PTO, staffing levels to ensure customer calls, e-mail requests and other forms of external and internal customer contact and requests are handled appropriately and within defined goals.

What You’ll Do

Work closely with the distribution center to ensure priorities and exceptions are clearly understood. Escalate any cases to management as required

Proactively communicates to his/her supervisor about open cases and/or escalations to ensure priorities and exceptions are clearly set and solutions are in place.

Serves as a procedural expert to support the CSR's and customers. Acts as a knowledge source for team members to escalate problem solving and/or issues. Creates and makes proposals for change to management for consideration and adoption. Follow-up on open topics, may lead implementation.

Provides technical leadership on transactional and/or technical questions and processes including areas related to ERP functionality and other systems and processes used by Customer Service teams. Provides timely feedback to Information Systems and Leadership on any systems issues.

Provides direction and coaching to employees. May back up his/her supervisor on occasion.

Supervise work schedules, PTO, staffing levels to ensure customer calls, e-mail requests and other forms of external and internal customer contact and requests are handled appropriately and within defined goals.

Required Qualifications

• High School degree  and a Bachelor’s Degree having successfully covered at least 50% of the
• curriculum at the university with at least 5 years of working experience.
• +3 years of experience in a customer service position.
• +1 years of supervisory experience.
• Demonstrated experience to train and mentor others.
• Experience working within a team and as an individual contributor in a fast-paced, changing environment.
• Experience to leverage and/or engage others to accomplish projects.
• Ability to travel approximately 15%, including internationally.
• Regularly scheduled overtime is a requirement of this position.
• Advanced command of English

Preferred Qualifications

SAP experience.

Experience in Customer Service within the Medical Device Industry

Experience working in a broader enterprise/cross-division business unit model

Apply Now

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.

     

The base pay for this position is

N/A

In specific locations, the pay range may vary from the range posted.

     

JOB FAMILY:

Customer Service

     

DIVISION:

CRM Cardiac Rhythm Management

        

LOCATION:

Costa Rica > Alajuela : Parque Industrial, Zona Franca Coyol S.A Edificio #44B, Call0, Avendia 2

     

ADDITIONAL LOCATIONS:

     

WORK SHIFT:

Cr09Sal (Costa Rica)

     

TRAVEL:

Yes, 15 % of the Time

     

MEDICAL SURVEILLANCE:

No

     

SIGNIFICANT WORK ACTIVITIES:

Keyboard use (greater or equal to 50% of the workday)