Customer Service Project Manager - Germany (m/f/d)

at  Abbott Laboratories

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.

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

• 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.