Customer Service Representative - Abbott Laboratories

At Abbott, diverse ideas, perspectives, and expertise allow us to create life-changing solutions that help people live healthier lives. In 150 countries and with businesses spanning nutrition, diagnostics, medical devices, and branded generic pharmaceuticals, Abbott offers you enormous opportunities to explore your interests and help you achieve your career and personal goals.

Primary Objective of Position

The main purpose of the Customer Service Executive role is to provide supply chain support for the customer account teams, with a focus on the customer supply chain and logistics collaboration for service and efficiency for Abbott ANI.

The executive collaborates with customer Sales teams, customer buyers, Abbott logistics team and Abbott internal team, in order to accomplish the goals and objectives of the Customer Service, Logistics, and Supply organization.

Major responsibilities:

• Run Joint Business Partnering with top 5 FMCG Customers focusing on:
• Infill rate
• NPI launches
• Joint forecasting
• Claims & Credits tracking & escalation
• Month-end order management
• Weekly Order status & losses
• Management of State tender Orders, Communication & tracking
• Customer service deliver best in class customer service to customers
• Manages and processes customer orders
• Understand customer expectations on KPI's, provide visibility to their scorecards internally and deliver on customers' KPI expectations.

• Collaborates with key stakeholders and those who influence service performance; including Commercial teams, Supply Planning, freight and warehousing service providers to address ways to improve customer satisfaction

• Reports weekly KPI’s for Service Levels and customer indicators internally and externally
• Drive and take lead in conjunction with other functional areas to resolve short supply situations and product allocation processes.

• Delivery costs within logistics budget
• Investigates and validates credit claims and looks at ways to reduce order errors
• Project management of key cost and service improvement initiatives that result in efficiency improvements
• Achieve monthly FMCG Sales targets.
• Build forecast tracker for Top 5 FMCG Customers and communicate with Supply Chain
• Coordinate shipment to/from customers.
• Backorder management.
• Communicate all queries and give feedback to customers.
• Communicate with Sales Team regarding orders and delivery status.
• Maintain current and accurate customer files and information.
• Act as liaison between Top 5 FMCG Customers, Sales Managers and other departments within Abbott AN to help ensure customer satisfaction.
• Ensure that Finance Department is kept abreast with any/all customer-related claims and facilitating with NKAM to set up meetings with customers to resolve disputes where applicable.
• Sample order creation in BPCS & management

Education and Experience:

• 3-5 years industry experience with FMCG customers, with Key focus of Customer services & Joint Business Planning.
• Computer Literate in Excel, PowerPoint, Word, Outlook
• Administrative Ability, Communication Skills, Attention to Detail
• Deadline orientation
• Proactive
• Able to work independently and part of a team
• Solution driven