About Abbott
Abbott is a global healthcare leader, 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, supporting both internal and external customers globally, on behalf of multiple manufacturer sites. As the Abbott ARDX function and Business Unit structure continues to evolve, the operational scope of the CS Function has adapted to these changes. A new CS structure has been defined to facilitate 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, allowing us to adapt quicker to a changing environment. The International CS Manager is responsible for ensuring that changing requirements and aligned projects are supported in line with the optimisation of Operations, Processes, Compliance, Metric performance, and People Management.
Responsibilities and Duties
* Develop and lead a high performing CS team that delivers 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 are aligned. Develop and execute clear strategies to deliver an improved experience.
* Customer Focus - Gain insights on the needs of the Customer (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 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 – Manage 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. Work with aligned teams to ensure that all inputs and uses are achieved optimally and efficiently.
* SLA’s and Metrics – Use and develop metrics to 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 evaluate processes and operations for improvement.
* Aligned Customer Service across GBS - Share best practices with CS colleagues across GBS (Manila & Orlando).
* Compliance – Understand and contribute to all Abbott Quality management systems (Agile / SOX / Revenue Recognition rules, SAP approval / Training compliance, and other compliance systems in use). Implement compliance controls accurately and manage Capa’s, QI’s, and FSN’s timely in addition to preparation for all internal and external audits.
Personal Characteristics
* Strong Leadership traits to implement solutions effectively.
* Strong influencer across multiple stakeholders at various levels of the organisation.
* 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.
* Clear focus on compliance and Quality.
* Positive attitude, team player with high initiative, energy, and enthusiasm.
Education & Experience
* Strong expertise in customer service in an export market, understanding documentation, process, Inco terms, and customer expectations in challenging international markets.
* Experience in a fast-paced supply chain and manufacturing environment.
* Strong people management skills with a proven ability to manage multilingual and cross-functional teams across a matrix-type environment.
* Experience delivering change initiatives in a customer-focused organisation.
* Solid understanding of sales distribution and logistics.
* Experience in a compliance-driven organisation.
* Lean six sigma/project management training 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 and PowerPoint skills.
* Project Management qualification is advantageous.
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