JOB DESCRIPTION:The OpportunityThe position of Senior Supervisor, Customer Service is within our Toxicology business located in Richmond, Virginia.
This role drives customer satisfaction and service performance to strengthen the Abbott brand by designing and managing KPIs for call intake, order entry, ticket volumes, and overall customer experience. It uses data insights to optimize staffing, maintain coverage, meet goals, and ensure effective support through strong knowledge of diagnostic systems in customer environments.
The role also manages escalated customer issues, ensuring timely resolution, while analyzing trends, reporting performance, and identifying process improvements through SOPs to reduce wait times. It leads hiring, training, and coaching of frontline teams and collaborates across functions-manufacturing, shipping, applications, sales, accounting, R&D, and quality-to align communication and drive continuous improvement.
What You'll Work On- Process & performance optimization: Continuously improve call intake and order entry through performance monitoring, automation tools, and cost-effective solutions; manage departmental budgets and drive corrective actions to meet financial goals.
- Customer issue resolution: Troubleshoot and resolve customer concerns using root cause analysis, coordinating cross-functional support as needed to ensure timely outcomes.
- Team leadership & culture: Train, coach, and develop customer service associates while modeling professionalism, driving change adoption, and promoting service excellence across the organization.
- Compliance & quality: Execute responsibilities in alignment with business policies and regulatory standards (ISO, FDA), maintain strong quality awareness, and ensure adherence to the Quality Management System.
- Professional conduct & continuous support: Represent the organization with integrity in all interactions, remain aware of product quality implications, and support additional projects and responsibilities as assigned.
Required Qualifications- Bachelor's degree
- 4+ years in call center operations, order processing, and customer service team leadership.
- Experience managing service performance, workflows, and KPIs; strong ability to analyze and present data (advanced Excel/MS Office).
- Previous experience leading teams and influencing stakeholders across a matrix environment.
- Strong communication, analytical thinking, problem-solving, and execution skills with a results-driven, detail-oriented approach.
Preferred Qualifications:- Flexible and proactive, with the ability to manage multiple priorities and adapt quickly in a fast-paced, dynamic environment.
* 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
The base pay for this position is
$86,700.00 - $173,300.00
In specific locations, the pay range may vary from the range posted.
JOB FAMILY:Customer Service
DIVISION:TOX ARDx Toxicology
LOCATION:United States > Richmond : 9201 Arboretum Parkway
ADDITIONAL LOCATIONS:WORK SHIFT:Standard
TRAVEL:Yes, 5 % of the Time
MEDICAL SURVEILLANCE:No
SIGNIFICANT WORK ACTIVITIES:Keyboard use (greater or equal to 50% of the workday)
