About Abbott
Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.
In Germany, Abbott has more than 3,000 employees working in manufacturing, research and development, logistics, sales, and marketing. They are located at Abbott`s German headquarters in Wiesbaden and its sites in Hanover, Neustadt am Rübenberge, Wetzlar, Eschborn, Cologne, Jena, and Hamburg.
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.
What You’ll Do
- Defining CRM business requirements in alignment with interfaces and systems.
- Implementing efficient and customer-oriented processes in compliance with applicable regulations.
- Developing new technical approaches to improve customer experience in alignment with cross-functional stakeholders and in accordance with CS strategy.
- Analyzing, recommending, and promoting pro-actively future process standards.
- Ensuring that all activities are performed in compliance with quality requirements.
- Analyzing CRM processes and Customer Service KPIs to establish stable, efficient, and compliant CRM environment and harmonize customer journey.
- Initiating, planning, and implementing projects to establish suitable, customer oriented and cost-effective solutions.
- Defining and improving the customer-related escalation and communication paths
- Analysis CS data for patterns, anomalies, and trends to improve customer service quality.
Required Qualifications & Skills
- Post graduate diploma or University degree and/or adequate degree and on-the- job business exposure.
- 3-5 years of work experience in Customer Service in the Health sector
- Experience in project management with various internal and external stakeholders
- Hands-on mentality and excellent communication skills
- Strong analytical skills and very good Excel skills
- Very good understanding of IT systems
- Strong negotiation skills
- Fluency in German and English
Preferred Qualifications & Skills
- MBA or equivalent post graduate diploma
- Ideally international exposure through education and work within an international corporation.
- Experience in managing projects in process improvements
- Experience with Salesforce.com, Magento and reimbursement systems (egeko, MIP, ZHP / X3)
- Six-sigma certification
Working at Abbott
At Abbott, you can do work that matters and help people to live a healthier and full life, grow your career, and learn, be your true self. You will have access to:
- Career development with an international company where you can grow the career you dream of.
- An attractive benefits package (e.g., attractive Abbott Pension Plan, a company bike, employee stock purchase program).
- 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.
- A challenging position in a fast-growing crisis independent industry.
- Become part of a dynamic, highly educated, highly skilled, and motivated team.
- Flat hierarchies, open appreciative mentality, and efficient, constructive lines of communication
- A Multi-national environment, where we foster the development of our talents within the enterprise.
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.
Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott