About Abbott
Abbott is a global healthcare leader, committed to helping people live their best possible life through the power of health. For over 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's Abbott
Our 115,000 Abbott colleagues are working to help people live not just longer, but better, in the more than 160 countries we serve.
Job Description
The International Customer Service (CS) Manager leads and develops the Galway-based CS International team, supporting both internal and external customers worldwide on behalf of multiple manufacturer sites.
Responsibilities and Duties
* Develop and lead a high-performing CS team that delivers an excellent service to internal and external customers
* Stakeholder management: Develop clear alignment strategies with relevant stakeholders across Business Units, Global Business Services, Aligned Functions, and Senior Leadership to ensure expectations, objectives, and initiatives are aligned. Develop and execute clear strategies to deliver an improved experience.
* Customer Focus: Gain insights into customer needs (and internal customers) to define and deliver continuous improvements/projects that meet and exceed customer expectations.
* Order Fulfilment: Lead and manage the CS team to ensure 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 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 all inputs and uses are achieved optimally and efficiently.
* SLA's and Metrics: Use and develop metrics that ensure 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 processes and operations that should be stopped, started, or done differently.
* Aligned Customer Service across GBS: Best practice sharing with CS colleagues across GBS (Manila and 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, plus preparation for all internal and external audits.
Personal Characteristics
* Strong Leadership traits to ensure the right solution is implemented when it is not the most popular.
* Strong influencer across multiple stakeholders at various levels of the organisation.
* Strong self-starter with a proven track record in innovation and change management.
* Report-driven and fact-based manager with strong analytical skills and good business judgment.
* Effective communicator, both articulate and verbally presentable.
* Excellent interpersonal skills with an ability to achieve results through influencing others and maintaining strong links with other functions.
* Ability to work under pressure in a fast-changing environment and ambiguous situations.
* Clear focus on compliance and Quality.
* Positive attitude, team player with a high level of initiative, energy, and enthusiasm.
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.