Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries.
Business Process Specialist, Customer Service
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’ll also have access to:
Career development with an international company where you can grow the career you dream of.
Free medical coverage for employees* via the Health Investment Plan (HIP) PPO
An excellent retirement savings plan with 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 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
Global Business Services (GBS) within the Abbott Rapid Diagnostics Division (ARDx) has a global accountability to deliver an exceptional customer experience and create business value through compliance, standardization, and data analytics. GBS fosters a collaborative, team-focused and winning environment where employees are accountable and encouraged to develop themselves.
The Business Process Specialist – Customer Service is responsible for coordinating and executing various process improvements and project implementations across Customer Service. This role serves as a key collaborator and resource to the Global Process teams and ensures that standard processes are documented and implemented in support of the overall vision of GBS Global Process.
What You’ll Work On
Support the execution of end-to-end process creation and improvement initiatives under minimal supervision
Takes ownership of new business requirements and works with relevant functions to determine any new business processes and or changes to existing processes
Ensure documentation for various processes and procedures stays current and relevant
Support department SMEs (Subject Matter Expert) in documentation best practices and maintenance in support of our Quality Adherence
Participate in business system testing and documentation as applicable
Serves as a primary department contact for system and process requirements implementations, enhancements, and testing cycles
Works with Global Process Teams and IT (Information Technology) on maintenance and enhancement of Optical Character Recognition (OCR) system and any other applicable system or software
Represents Customer Service to facilitate the design, review, and evaluation of existing / proposed manual and automated operations
Ensure project deliverables are on time, per requirements and manage internal and external communication in a professional manner
Present process issues, highlight functionality gaps and propose process improvements
Collaborate with Global Process Ownership to gather project requirements and specifications for improvement
Track and report on the status of business improvement projects and activities from beginning to end
Lead or participate in cross-functional business projects to enhance coordination and streamlined execution
Represent the department for CAPA (Corrective and Preventive Actions) and Quality Improvements to ensure the best on-going process is established, documented, and trained
Execute applicable Quality System processes
Other duties as assigned
Key Position Competencies
Customer Focus: Approach Customer Service process within customer satisfaction and excellent service delivery in mind
Functional/Technical Skills: Utilize areas of expertise in Customer Service Processes and SAP to drive best practices and efficiencies
Interpersonal Savvy: Utilize relationships and expertise to represent customer service needs in global process decisions
Priority Setting: Balance multiple initiatives for improvement or implementation and effectively communicate priorities to the department
Decision Quality: Ensure customer service processes meet all regulatory, quality and Abbott requirements
Process Management: Utilize process review and measurement to identify areas of opportunity
Communicates Effectively: Build and maintain strong relationships with customer service and global process leadership to ensure both teams are current on initiatives, status, issues, and opportunities
Required Qualification
Bachelor's Degree required and 3 years of operations, process improvement or quality experience or High School Diploma and 7 years of operations, process improvement or quality experience required
Knowledge of SAP or other ERP applications required
Familiarity with Problem Solving Techniques – i.e., Business Process Management, Six Sigma (DMAIC) and/or Lean Principles required
Experience with Process Mapping required
Functional knowledge of Finance, Customer Service or Supply Chain End to End Processes required
Apply Now
* Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.
Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com
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.
The base pay for this position is $57,300.00 – $114,700.00. In specific locations, the pay range may vary from the range posted.