Customer Service Coordinator (m/f/d)

The Opportunity

This position works out of our location in Wiesbaden (Abbott GmbH) in the Abbott Diabetes Care division that is focused on helping people with diabetes manage their health with life-changing products that provide accurate data to drive better-informed decisions.

Primary Objective of Position

• Management of (external 3rd party) customer service team(s) in consideration of quality policies.

• Ownership of understanding and improving client satisfaction levels measured in Net Promoter Score (NPS), identification of process gaps and development of mitigation plans. Design and implementation of new processes under supervision of customer service manager.

• Verification of incoming monthly invoices

Major Accountabilities

• Ensures that all activities are performed in compliance with quality system requirements.

• Hands-on involvement in all aspects of customer service.

• Analyzes and improves existing processes and implements new processes if appropriate. Maintains customer satisfaction by providing problem-solving resources (measured in Net Promoter Score - NPS).

• Accomplishes customer service human resource goals by orienting, training, assigning, scheduling, coaching, counseling external call agents; communicating and tracking of job expectations and goals; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

• Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing high productivity, quality, and customer-service standards; resolving problems independently; identifying customer service needs; determining system improvements; implementing change management and KPIs.

• Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results.

• Takes ownership of understanding and improving client satisfaction levels, identifying performance gaps and ensuring closing of those gaps

• As the key owner of customer satisfaction, helps define and improve the customer-related escalation and communication paths among the various departments (QA, Order Entry, Logistic, Sales & Marketing). Initiates and drives projects to achieve customer satisfaction in all commercial areas.

• Investigates any service level discrepancies and take corrective action to ensure continuous process improvement.

• Focus on increasing efficiency and improvement of current customer service

• Detect and clarify challenges with long term solutions

• Drive projects and setup regular exchange to implement and adjust current processes and drive own team initiatives

• Coordination and support of planning and developing a better customer journey

• Anticipating issues and adjust or modify approach to prevent or minimize them

Qualifications:

• Post graduate diploma or University degree and/or adequate degree and on-the-job business exposure.

• MBA or equivalent post graduate diploma or University degree and on-the-job business exposure is a plus

• Ideally international exposure through education and work within an international corporation.

• 1 to 3 years of work experience required

• Proven project management skills

• Action oriented

• Strong analytical skills

• Fluent in German and English language

• Call center and/or customer service work experience

• Experience in organizations promoting end customer products online

• Excellent MS Office skills

• General interest in and good understanding of IT systems

• Salesforce Backoffice knowledge

• Product/Diabetes knowledge

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.

We ask for your understanding that we only consider online applications via our online application portal. Applications by email or post cannot be processed. Original documents will not be returned. 

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