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International Customer Services Manager, Galway
Client: Abbott
Location: Galway, Ireland
Job Category: Other
EU work permit required: Yes
Job Reference: ba70959c5759
Job Views: 5
Posted: 23.01.2025
Expiry Date: 09.03.2025
Job Description:
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.
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 & external customers across the world, 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.
Responsibilities and Duties
* Develop & 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.
* Customer Focus - Gain insights on the needs of the Customer to define and deliver continuous improvements/projects that meet and exceed 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.
* Revenue alignment – Manage communication and expectations across all BU’s, Regions, and Functions to ensure alignment on the execution of Orders and Revenue.
* Status reporting – Ensure timely and accurate Order updates. Work with aligned teams to achieve optimal efficiency.
* SLA’s and Metrics – Develop metrics that ensure team performance aligns with Operational KPI’s.
* Efficiency – Deliver world-class customer service efficiently and consistently.
* Aligned Customer Service across GBS - Share best practices with CS colleagues across GBS.
* Compliance – Ensure understanding and implementation of all Abbott Quality management systems and compliance controls.
Personal Characteristics
* Strong Leadership traits.
* Strong influencer across multiple stakeholders.
* Proven track record in innovation and change management.
* Report-driven and fact-based manager with strong analytical skills.
* Effective communicator with excellent interpersonal skills.
* Ability to work under pressure in a fast-changing environment.
* Clear focus on compliance and Quality.
* Positive attitude and team player.
Education & Experience
* Strong expertise in customer service in an export market.
* Experience in a fast-paced supply chain and manufacturing environment.
* Strong people management skills.
* Experience delivering change initiatives in a customer-focused organisation.
* Solid understanding of sales distribution and logistics.
* Solid understanding of compliance-driven organisations.
* Lean six sigma/project management trained desirable.
* Excellent Project management and report writing skills.
* Degree in a relevant business or associated discipline.
* Advanced Excel and PowerPoint skills.
* Project Management qualification is advantageous.
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