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

Job description

JOB DESCRIPTION: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. The Team 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 internal and external stakeholders. Tender Management & Contract Governance Support tender management process, ensuring timely and accurate submission of tenders, bids and supporting documentation. Coordinate cross-functional input from Sales, Marketing, Finance, Legal and Regulatory Affairs for tender responses. Monitor tender opportunities, submission deadlines, award decisions and renewal requirements. Ensure tender compliance with customer specifications, regulatory requirements and internal approval processes. Maintain contract and tender records, ensuring visibility of commitments and proactive management of renewal timelines. Provide regular reporting on tender pipeline, success rates, awarded contracts and commercial opportunities. Support commercial teams in maximizing tender profitability and strategic account growth. Inside Sales & Lead Generation Lead and develop inside sales and telesales activities supporting revenue growth and customer retention. Establish performance targets, KPIs and activity metrics for telesales and lead generation activities. Drive proactive customer outreach campaigns, upselling, cross-selling and customer re-engagement initiatives. Monitor sales pipeline generation and conversion rates, ensuring alignment with commercial objectives. Office Operations & Business Support Oversee office management, facilities coordination, workplace services and administrative support activities. Ensure a safe, efficient and professional working environment in line with company requirements. Coordinate local business support activities, management meetings, events and site-related initiatives. Manage external suppliers, service providers and relevant budgets as applicable. Ensure efficient delivery of office support services that contribute to overall business performance. Performance, Process Improvement & Change Management Define, monitor and continuously improve operational KPIs, service levels and performance metrics. Analyze business processes and drive standardization, optimization, digitalization and automation initiatives. Lead cross-functional process improvement and change management initiatives with measurable business impact. Identify opportunities to enhance efficiency, service quality and organizational effectiveness. Provide reporting, business insights and recommendations to management to support decision-making and business planning. Compliance & Stakeholder Management Monitor contractual obligations to customer contracts, tender commitments, service level agreements and pricing agreements and coordinate corrective actions where contractual performance gaps are identified. Ensure compliance with company policies, procedures, quality standards and applicable regulatory requirements. Carry out duties in compliance with established business policies and procedures. Demonstrate commitment to the development, implementation and effectiveness of applicable Quality Processes as required by ISO, FDA and other regulatory standards. Support internal and external audits and maintain a high level of audit readiness. Act as a trusted business partner to the General Manager and collaborate closely with Sales, Finance, Supply Chain, HR, Quality, Regulatory Affairs, broader Customer Service organisation and other stakeholders to achieve business objectives. Present operational performance, business updates and improvement recommendations to management as required. Ensure professional and effective communication with internal and external business partners. Exhibit professional behaviour with internal and external business associates that reflects positively on the company and is consistent with company policies and practices. Your Qualification: Bachelor’s degree in business administration or a related discipline, or an equivalent combination of education and professional experience. Minimum 5 years of progressive experience in Customer Service, Commercial Operations, Sales Administration, Office Management, Business Support or a comparable environme