International Customer Services Manager

at  Abbott Laboratories

ABOUT ABBOTT

Abbott is a global healthcare leader, we are committed to helping people live their best possible life through the power of health. For more than 135 years, we have brought new products and technologies to the world: in diagnostics, nutrition, cardiovascular, medical devices and branded generic pharmaceuticals - that create more possibilities for more people at all stages of life.
Today our 115,000 Abbott colleagues are working to help people live not just longer, but better, in the more than 160 countries we serve.

DESCRIPTION

The International Customer Service (CS) Manager is responsible for leading and developing the Galway based CS International team, that supports both internal & external customers across the world, on behalf of multiple manufacturer sites. As the Abbott ARDX function and Business Unit structure continues to evolve and develop, the operational scope of the CS Function has evolved to adapt to these changes. A new CS structure has been defined to facilitate the various goals, projects and operational expectations. This structure has identified key activities and separated their execution to ensure focus, performance tracking, change management and strategic thinking. This ensures that we can adapt quicker to a changing environment. The International CS Manager is responsible to ensure that the changing requirements and aligned projects are supported in line the optimisation of Operations, Processes, Compliance, Metric performance and People Management.

EDUCATION & EXPERIENCE

• Strong expertise in customer service in an export market. Clear understanding of documentation, process, Inco terms and customer expectations in challenging international markets.
• Must have experience operating in conjunction with a fast paced supply chain and manufacturing environment.
• Strong people management skills with a proven ability to establish and manage multiple lingual and cross functional teams across a matrix-type environment
• Experience delivering change initiatives and facilitating change in a customer focused organisation
• Solid understanding of and experience in sales distribution and logistics
• Solid understanding of operating within a compliance-driven organisation
• Lean six sigma/project management trained desirable
• Excellent Project management and report writing skills essential
• SAP ERP experience essential

MINIMUM QUALIFICATION

• Degree in a relevant business or associated discipline
• Advanced Excel, PowerPoint skills
• Project Management qualification is advantageous

• Develop & lead a high performing CS team that delivers an excellent service to internal and external customers
• Stakeholder management – Develop clear alignment strategies with all relevant stakeholders across the Business Units, Global Business Services, Aligned Functions and Senior leadership to ensure expectations, objectives and initiatives and aligned. Develop & execute on clear strategies to deliver an improved experience.
• Customer Focus - Gain more insights on the needs of the Customer (and Internal Customers) to define and deliver continuous improvements/projects that meet and exceed our customer expectations.
• Order Fulfilment – Lead and manage the CS team to ensure the optimum receipt, processing and fulfilment of Customer Orders across all BU’s and regions in a timely manner in line with SLA’s and Revenue parameters.
• Revenue alignment – Clear and Timely management of communication and expectations across all BU’s, Regions and Functions to ensure alignment on the monthly and quarterly execution of Orders and Revenue.
• Status reporting – Understand the need for timely and accurate Order updates in line with what is efficiently possible. Work with aligned teams to ensure that all inputs and uses are achieved optimally and efficiently.
• SLA’s and Metrics – Use and develop metrics that ensure that the team performs in line with Operational KPI’s that reflect the internal and external customer experience and the cost of service.
• Efficiency – Lead the team to deliver world class customer service in an efficient, consistent and scalable manner. Continually look at what processes and operations should be stopped, started or done differently.
• Aligned Customer Service across GBS - Best practice sharing with CS colleagues across GBS (Manila & Orlando).
• Compliance – Full understanding of and contributor to all Abbott Quality management systems (Agile / SOX / Revenue Recognition rules, SAP approval / Training compliance and other compliance systems in use). Accurate and controlled implementation of all compliance controls across the CS team, processes and operations. Timely management of Capa’s, QI’s and FSN’s in addition to preparation for all internal and external audits.