**MAIN PURPOSE OF THE ROLE** Manage the day-to-day operations of a customer service team that responds to enquiries of a technical or complex nature so that all enquires are resolved quickly and competently and in a manner which enhances the organization's customer relationships. **MAIN RESPONSIBILITIES** • Plan, prioritize, and schedule the team’s activities and resources to ensure continuity of service. • Ensure that customer service staff use databases or other computerized systems to maintain accurate and up-to-date customer service records. • Monitor the status of customer service activities to identify problem areas and adapt procedures to improve the overall performance of the team. • Analyze customer enquiries to identify recurring user problems, recommend solutions, and to identify areas where customer service can be improved. • Develop problem solving guidelines, checklists, or other materials to assist customer service staff to respond to enquiries that are recurring or routine. • Lead, direct, evaluate, and develop customer service staff to ensure that the team’s resources are used effectively and that work schedules and targets are met. QUALIFICATIONS Education Level Major/Field of Study or Equivalent Associates Degree (± 13 years) Experience/Background Minimum 4 years 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