Global Accounts Customer Order Support

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.
We’re empowering smarter medical and economic decision making to help transform the way people manage their health at all stages of life. Every day, more than 10 million tests are run on Abbott’s diagnostics instruments, providing lab results for millions of people.
Our rapid diagnostics solutions are helping address some of the world’s greatest healthcare challenges.

REQUIRED QUALIFICATIONS-

• Preference is that you will have been operating within an Order management or Customer Service Division or supporting very large Global level Customers.
• Minimum 5 years’ experience managing Customer orders via ERP order management systems.
• Understanding of the delivery of International shipments with a focus on Quality Compliance.
• Customer Order fulfilment/Supply Chain process especially within an International environment.
• Experience working across Cross-functional, matrix type organisations to secure the required information.
• Previous experience of SAP or other ERP systems is a distinct advantage.
• Very experienced in reporting tools and experience with Excel, Power BI or Qlickview is mandatory.
• Ability to think innovatively, bring continuous improvements and not be constrained by current practices
• Effective organisational skills – the ability to manage multiple tasks concurrently.
• Effective Action tracking and follow up.

PREFERRED QUALIFICATIONS-

• Team player and who will build the trust and alignment needed for this role. We are a small team, managing large customers, so we have to have a united voice, attitude and support mechanism for all our stakeholders.
• Self-starter, possesses flexibility and ability to work under pressure in a fast-changing environment and ambiguous situations.
• Performance, results driven person who takes personal responsibility to get things done.
• Strong creative skills, innovative, ‘thinks outside the box’ and looks to advances in Technology.
• Independent and Business savvy: This person needs to understand the impact of Metrics, Email response times and Delays will have on the Customer relationship, Customer metrics and Revenue.
• Customer focused (Both Internal and external) with strong interpersonal, communication and written skills.
• Strong communicator who is proactive in building relationships across a multi-site teams, sharing knowledge and leveraging best practice across different teams
• Positive attitude, team player with a high level of initiative, energy and enthusiasm
• Strong proficiency in reporting tools, Excel, PowerPoint
• Ability to look at things for a different perspective and adapt to changes needed to support a changing business.
  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.
  Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.

• Customer Metrics – effective tracking of our OTP scores, generating and tracking monthly scores and reasons for our monthly leadership forums and tracking at a Customer level. You will need to define a mechanism that tracks the status during the Customer calls to ensure ongoing alignment so we have no surprises later.
• Customer emails – ensuring that you manage the inbox and reply to Customers in a timely and appropriate manner and any escalations are assigned to the correct person. Effective tracking and co-ordination of all aligned responses so that action can be closed off effectively with a final communicated resolution.
• Customer Meetings – effectively preparing for each meeting in advance in terms of Quotations and Orders and Metrics. Orders should be tracked in a usable way that can be filtered for our needs and our Customer needs:
• Customer orders retrieved from SAP/Power BI and pulled into a traceable report for GA.
• Orders need to be broken down into logical categories in advance of the meeting. The categories reflected need to factor in the tracking of metrics, Customer follow-ups, Pickups and others.
• Order acknowledgement in terms of PO receipt needs to be tracked and measured including feedback.
• Any orders in SAP are pulled and any additional information retrieved from the plants, other depts etc.
• Any Customer escalations need to be tracked, communicated and followed up for Customer Centricity.
• Action tracking – Effective logging of all status updates and actions taken from any meeting or from emails.
• Status updates - Ensuring that the CS team and Revenue teams get the status updates post Cust Calls.
• Customer requests - Ensuring that any requests within a Contract or in a meeting are effectively logged, investigated and either declined or fully investigated internally before facilitating the request.
• Customer Order gaps – identifying any gaps that you see in the process and working to resolve these.
• Process improvements - You will also be responsible for driving specific process improvement projects with the team in order to deliver improved efficiency and performance.