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 115,000 colleagues serve people in more than 160 countries.
Job Title
Customer Service Supervisor
Working at Abbott
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 (https://www.abbott.com/corpnewsroom/strategy-and-strength/tackling-student-debt-for-our-employees.html) student debt program, and FreeU (https://www.abbott.com/corpnewsroom/strategy-and-strength/college-degree-for-free-its-possible-with-freeu.html) 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.
What You'll Work On
?
Demonstrate strong judgment by evaluating root causes, anticipating downstream impacts, and making thoughtful, informed decisions.
Maintain composure and clear direction under pressure; navigate challenges with practicality, resilience, and data-driven thinking.
Build strong relationships with internal partners to drive alignment, share insights, and support enterprise goals.
Collaborate closely with Operations, Sales, Supply Chain, Commercial and other internal stakeholders to resolve issues and advance shared priorities.
Oversee the end-to-end customer journey, tracking trends and taking proactive action to improve the customer experience.
Lead with a "solution-first" mindset while balancing both the granular and big-picture view of customer impact.
Host bi-weekly 1:1 check-ins with each team member to review performance, provide coaching, and support individual development plans.
Set clear expectations and create personalized benchmarks to grow high-performing, empowered team members.
Promote an environment where feedback is timely, transparent, and focused on growth.
Establish, model, and reinforce a culture of excellence, accountability, and continuous improvement within the team.
Monitor dashboards and KPIs daily; identify trends, diagnose performance gaps, and pivot behaviors in real time.
Ensure the team consistently delivers on service expectations while maintaining compliance and operational accuracy.
Create, optimize, and document processes to support long-term scalability and efficiency.
Trains and/or gives direction to other individuals on Brightree software utilization, process and/or answers questions as necessary
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 goals
Performs other related duties and responsibilities, on occasion, as assigned
Hires and retains a diverse, highly qualified staff and provides ongoing performance feedback
Maintains customer/client information in accordance with HIPAA, PHI and regulatory requirements
Plans and implements office systems, filing systems and manages customers, clients and sales orders in Brightree
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.
Support all Company initiatives as identified by management and in support of Quality Management Systems (QMS), Environmental Management Systems (EMS), and other regulatory requirements.
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.
Required Qualifications
High School Diploma / GED
3-5 years of Customer Service call center experience
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 maintain regular and predictable attendance
Ability to travel, including internationally
Preferred Qualifications
College degree
Supervisory experience
Experience working in a broader enterprise/cross division business unit model
Apply Now (https://www.jobs.abbott/us/en)
Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com (http://www.abbottbenefits.com/pages/candidate.aspx)
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
$78,000.00 - $156,000.00
In specific locations, the pay range may vary from the range posted.
The base pay for this position is $78,000.00 - $156,000.00. In specific locations, the pay range may vary from the range posted.
An Equal Opportunity Employer
Abbot welcomes and encourages diversity in our workforce.
We provide reasonable accommodation to qualified individuals with disabilities.
To request accommodation, please call 224-667-4913 or email corpjat@abbott.com
