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JOB SUMMARY :

This position leads the Freight & Distribution and Customer Service team for the Country. Over responsibilities includes managing projects and activities relating to Customer Service, Freight and Warehouse Operations, working closely with other functions to address and resolves issues. Also monitoring the performance and training needs of the team and fulfilling the team aspiration and on the job training requirement.

RESPONSIBILITIES :

Customer Service

• Act as primary interface between field customers and other key internal stake holders

• Supervise and develop customer service specialist

• Lead and implement customer service initiatives

• Undertake all aspects of customer order management (order entry, order maintenance in system, proactive notification and invoicing); attend to customers’ queries. Maintain and update customer files

• Coordinate with sales teams and Logistics service provider to carry our distribution of products to customers on a timely manner

• Resolve customer’s complaints to customer satisfaction and proactively seek to identify root cause to prevent reoccurrence

• Manage return orders and shipments

• Handle and process customer complaints in timely manner and according to Abbott and country’s policy and requirement

Logistics

• Lead and implement logistics initiatives

• Work Closely with Custom service provider and C&TC for effective implementation and execution of customs clearance

• Handle and coordinate HS code classification and verification with stakeholders and customs broker

• Coordinate Regulatory requirements collaboration with RA team including RA information handling for customs clearance purpose

• Work closely with local business, C&TC on issues related to FTA benefits

• Take care of all customs related documents such as FTA documents and BSE letter

• Ensure effective and efficient flow of products and distributions activities; Coordinate with sales team and 3rd party service providers to carry our distribution of products to customers on a timely manner

• Act as supplier owner from vendor selection, evaluation, performance monitoring and cost analysis & control including customs agent, 3PL, bonded warehouse and transportation including PR, PO and IR

• Monitor 3PL Service level and in compliance with QMS and Abbott SOP

• Perform performance tracking / reporting / analysis (KPI, cost control, analysis of discrepancy)

Warehouse Operations

• Manage overall logistics and warehouse operations to ensure effective and efficient flow of products and distributions activities

• Setup warehouse environment and warehouse operations fulfilling Abbott SOP and local regulations

• Setup necessary processes to meet local regulations including local labelling, KC label and IFU

• Drive action to ensure inventory accuracy

Inventory Management

• Responsible for monitoring and driving inventory accuracy

• Coordinate field inventory stock count with responsible functions

• Lead reconciliation and discrepancy closure for all kind of inventory in ERP/ 3PL/ field

Continuous Improvement

• Initiate continuous improvement for driving productivity and cost improvement in freight & distribution and customer service

• Provide trainings to team members to enhance quality of work

• Prepare for Audits, Compliances & SOX, etc., Documentations

REQUIREMENTS :

• Bachelor degree in business/operations management/supply chain/equivalent; Preferable in Medical device / Pharmaceutical experience

• 10 to 15 years’ experience with at least 2 years at supervisory level

• Excellent interpersonal communication skills. Ability to lead small team. Project management capabilities.

• Ability to prioritize and multi-task, proactive and self-motivated. Attention to detail. Meet deadlines under pressure.

PREFORMANCE FACTORS :

• Focuses on the Customer: Is dedicated to meeting the needs of internal and external customers.

• Delivers Results with Integrity: Meets commitments and produces the right results at the right time. Adheres to moral and ethical principles. Believable and trustworthy. Does what he/she says they are going to do.

• Teamwork/Supporting our Colleague: Collaborates with co-workers to achieve work group and company goals.

• Initiative: Takes action without prompting or direction from others. Constantly strives to improve own and company performance.

An Equal Opportunity Employer

Abbot welcomes and encourages diversity in our workforce.

We provide reasonable accommodation to qualified individuals with disabilities.

To request accommodation, please call 224-667-4913 or email corpjat@abbott.com