Team Lead (m/f/d) Customer Service and Office Support

Job Description 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 approximately 4,000 employees working in manufacturing, research and development, logistics, manufacturing, sales and marketing. They are located at Abbott`s German headquarters in Wiesbaden and its sites in Neustadt am Rübenberge, Wetzlar, Eschborn, Cologne, Jena, Hamburg and Munich.  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 (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  To become part of a dynamic, highly educated, highly skilled, and motivated team  Flat hierarchies, open appreciative mentality, and efficient, constructive lines of communication  Multi-national environment, where we foster the development of our talents within the enterprise  The Position The position of Team Lead Customer Service & Office Support is within the Infectious Diseases Business Unit and is based at Abbott Rapid Diagnostics Germany GmbH in Cologne.

Lead Customer Service & Office Support is responsible for leading and developing the Customer Service & Office Support team while ensuring the effective delivery of customer service, sales administration, contract administration, tender-related activities and office support services. The role combines people leadership, operational oversight, process ownership and continuous improvement responsibilities to support business objectives and enhance customer experience. The role additionally holds responsibility for tender management, contract governance and execution of pricing initiatives and leadership of telesales activities supporting revenue growth and customer retention. Your Tasks: Lead, coach and develop the Customer Service & Office Support team, fostering a high-performance and customer-focused culture. Provide disciplinary and functional leadership, including performance management, employee development, workforce planning and succession planning. Drive accountability, collaboration and organizational effectiveness across the team. Set clear objectives, monitor performance and ensure alignment of team priorities with business goals. Promote employee engagement and support the continuous development of individual and team capabilities. Customer Service & Operational Excellence Ensure the effective delivery of customer service, sales administration, contract administration and tender-related activities. Drive service excellence through clear performance standards, KPI management and continuous improvement initiatives. Monitor customer service performance and implement actions to enhance customer satisfaction and operational effectiveness. In collaboration with Finance and GM, coordinate the implementation of annual and ad hoc price increase initiatives across all customer segments. Ensure accurate execution of approved pricing strategies within ERP system. Coordinate customer notifications, contract amendments and internal communication relating to price changes. Support the resolution of complex customer, operational and commercial matters as required. Ensure a consistently high level of service for both