1+ months

Knowledge Management Specialist - Abbott Diabetes Care

Alameda, CA

At Abbott, we're committed to helping people live their best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world -- in nutrition, diagnostics, medical devices and branded generic pharmaceuticals -- that create more possibilities for more people at all stages of life. Today, 99,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve.

Primary Function/Primary Goals/Objectives:

Customer Service acts as the Voice of Abbott and a vital link to the marketplace.  The department drives brand loyalty and delivers a quality experience to those who consume, distribute and recommend Abbott products.  Customer Service provides a communication center for calls, e-mails, letters, faxes, on-line chat and social media.  Team members utilize vast knowledge regarding our products and programs to appropriately respond to inquiries, comments or concerns. Customer Service is highly skilled at identifying product complaints and completes the detailed registration for Quality Assurance and Medical Safety and Surveillance visibility and analysis.  Customer Service is responsible for responding to, recording and reporting approximately 400,000 consumer interactions annually.  In addition, Customer Service performs the valuable role of providing insights from these 400,000 consumer interactions throughout the division. As the Voice of our Consumers, Customer Service influences the programs, messaging and products we deliver.

The Customer Service Knowledge Specialist acts as a principal liaison to Medical, Marketing, Public Affairs, Regulatory Affairs, Packaging, Legal and other departments.  Key principles of this position include accuracy, consistency and compliance of every response given to consumers, healthcare professionals and customers through the Customer Service department including the leadership team and outsourced partners.

The Customer Service Knowledge Specialist is responsible for the functional ownership and maintenance of the Salesforce Knowledge Database. All information contained in the Knowledge Database must be consistently monitored for any product changes, new innovations, reformulations or discontinuations. The data provided by the Salesforce Database is used for day-to-day, as well as, strategic decision making on a scheduled and ad-hoc basis.  These reports deliver the proper measures for evaluating Customer Service business goals and objectives as well as brand or campaign performance. The Customer Service Knowledge Specialist responds quickly to the ever-changing environment within Customer Service to enhance customer satisfaction and maintain/regain brand loyalty.

Major Responsibilities:

Knowledge Database Management

  • Evaluate consumer initiated questions and provide appropriate response or collaborate with “subject matter experts” for new talking points

    • Facilitate weekly review of current approved responses to confirm accuracy of the information or determine the need to update the responses

      • Mitigate risks by setting priorities to update current responses due to product initiatives

        • Provide existing top responses to Marketing to develop Abbott website FAQs and review existing FAQ content quarterly

          • Identify and implement enhancements to the database to increase efficiency and assist with more accurate reporting to provide insights to other areas within Abbott

            • Complete various “ad hoc” requests from cross functional teams by pulling Salesforce Knowledge Article reports and compiling a comprehensive list of responses from the database

              Project Management

              • Act as primary point of contact for brand initiated projects from concept to commercial launch.  Lead the creation of approved talking points for Customer Service and assist with reporting requests

                • Promote aligned consumer experience across all channels of communication (phone, social, email, website, chat)

                  • Collaborate with Public Affairs regarding any urgent media issues, including product recalls, which may dynamically impact consumers and customers

                    •    Provide continuous communication to the leadership team regarding upcoming projects and innovations


                      • Create Salesforce Knowledge Database training that establishes expectations to ensure the consistent review of existing responses and present to “subject matter experts”

                        • Coordinate and lead events such as bi-monthly marketing meetings to discuss upcoming product/program initiatives and then present key initiatives during monthly CR department meetings

                          • Collaborate as a team to develop anticipated questions for product/program initiatives based on previous learnings, product labels and consumer demographics (HCP/consumers/customers)

                            • Provide coaching and feedback to co-workers regarding consumer responses and how to handle complex inquiries

                              • Capability to assist consumers through various communication channels during time of need per standard operating procedures and best practices


                                • Bachelor’s degree required


                                  • A minimum of 3 years Customer Service or Knowledge or Social/Digital response experience with progressive responsibilities

                                    • Previous experience in a contact center environment preferred

                                      • Ability to build strong relationships with cross-functional teams and a solid understanding of the business

                                        • Proven ability to manage multiple assignments in a fast-paced environment and prioritize work items appropriately and independently

                                          • Results driven – Role will have many high priority projects and strict deadlines

                                            • Experience in/understanding of all roles within the contact center, including the 3rd Party partners

                                              • Strong analytical and critical thinking skills – problem solving consumer situations, etc.

                                                • Ability to translate and coordinate complex product/marketing programs into effective training within tight timelines

                                                  • Demonstrates strong interpersonal skills with all levels of team members and leadership team members

                                                    • Exemplary written and verbal communication skills, and the ability to multi-task effectively

                                                      • Proficient in Microsoft Office Suite, Salesforce.com and SharePoint; an understanding of Marketing Cloud and Social Media platforms is a plus

                                                        Job Family: Customer Service
                                                        Division: ADC Diabetes Care
                                                        Travel: Yes, 15 % of the Time
                                                        Medical Surveillance: Not Applicable
                                                        Significant Work Activities: Keyboard use (greater or equal to 50% of the workday)


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Knowledge Management Specialist - Abbott Diabetes Care

Alameda, CA

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Alameda, CA

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