Freight & Distribution and Customer Service
Abbott
Hyderabad, India
13h ago
source : Wizbii

JOB DESCRIPTION : RESPONSIBILITIES :

RESPONSIBILITIES : Customer Service

Customer Service

  • Act as primary interface between field customers and other key internal stake holders
  • Support and develop strong and future ready customer service team considering the ever-changing business requirement and macro environment
  • 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 and Logistics team 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
  • Work on improving customer service level, reducing TAT (lead time)
  • Logistics

  • Act as primary interface between field customers and other key internal stake holders
  • Supervise and develops Freight & Distribution Team
  • Create strong & complaint processes around import & export activities good documentation would be key
  • Lead and implement logistics initiatives cost saving & productivity improvement projects.
  • 10-15% cost saving target in first 2 year on everything together inbound, warehousing, & Outbound.
  • 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, transportation
  • Monitor 3PL Service level and in compliance with QMS and Abbott SOP
  • Perform performance tracking / reporting / analysis (KPI, cost control, analysis of discrepancy)
  • Resolve customer's complaints to customer satisfaction and proactively seek to identify root cause to prevent reoccurrence
  • Warehouse Operations

  • Manage overall logistics and warehouse operations to 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

  • Setup warehouse environment and warehouse operations fulfilling Abbott SOP and local regulations
  • Setup necessary processes to full local regulations including local labelling and IFU
  • Drive action to ensure inventory accuracy
  • Inventory Management

  • Responsible for monitoring and driving inventory accuracy including field inventory
  • Coordinate field inventory stock count with responsible functions
  • Lead reconciliation and discrepancy closure for all kind of inventory in ERP / Warehouse / 3PL / field
  • Drive communication with sales and planner on supply issue for taking appropriate actions to minimize negative business impacts
  • Drive action on the short UBD, inactive Inventory, phase-in / phase-out, communicating with business partners to minimize the negative cost impact
  • 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
  • OTHER FUNCTIONS AND RESPONSIBILITIES :

  • Responsible for the overall direction, coordination and evaluation of the country. Carry out supervisory responsibilities in accordance with company policies and applicable laws.
  • Responsible for interviewing, hiring and training employees; planning, assigning and directing work; conducting performance appraisals;
  • evaluating and disciplining employees; addressing complaints and resolving problems.

  • Perform other related functions and responsibilities assigned by supervisor
  • Handle and process customer complaints in timely manner and according to Abbott and country's policy and requirement
  • Ensure applicable SOP of Abbott executed
  • Budget control and must have managed finance order to payment cycle.
  • Prepare for Audits, Compliances & SOX, etc., Documentations
  • REQUIREMENTS

  • Bachelor's degree in engineering, business / operations management / supply chain / equivalent
  • MBA in Operations / supply chain preferred
  • 10 to 12 years' experience with at least 3 plus years of people management skills
  • Have must handle Pan India role
  • This role is expected to supervise a team of specialist level employees and up to manager level
  • Excellent interpersonal communication skills. Ability to lead team. Project management capabilities.
  • Ability to prioritize and multi-task, proactive and self-motivated. Attention to detail. Meet deadlines under pressure.
  • To participate in S&OP, regional SCM call, preparing Monthly business review deck. call on monthly basis.
  • 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.
  • Personal Involvement : Personally engages his / her interests, emotions or commitments in their work.
  • RESPONSIBILITIES : Customer Service

    Customer Service

  • Act as primary interface between field customers and other key internal stake holders
  • Support and develop strong and future ready customer service team considering the ever-changing business requirement and macro environment
  • 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 and Logistics team 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
  • Work on improving customer service level, reducing TAT (lead time)
  • Logistics

  • Act as primary interface between field customers and other key internal stake holders
  • Supervise and develops Freight & Distribution Team
  • Create strong & complaint processes around import & export activities good documentation would be key
  • Lead and implement logistics initiatives cost saving & productivity improvement projects.
  • 10-15% cost saving target in first 2 year on everything together inbound, warehousing, & Outbound.
  • 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, transportation
  • Monitor 3PL Service level and in compliance with QMS and Abbott SOP
  • Perform performance tracking / reporting / analysis (KPI, cost control, analysis of discrepancy)
  • Resolve customer's complaints to customer satisfaction and proactively seek to identify root cause to prevent reoccurrence
  • Warehouse Operations

  • Manage overall logistics and warehouse operations to 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

  • Setup warehouse environment and warehouse operations fulfilling Abbott SOP and local regulations
  • Setup necessary processes to full local regulations including local labelling and IFU
  • Drive action to ensure inventory accuracy
  • Inventory Management

  • Responsible for monitoring and driving inventory accuracy including field inventory
  • Coordinate field inventory stock count with responsible functions
  • Lead reconciliation and discrepancy closure for all kind of inventory in ERP / Warehouse / 3PL / field
  • Drive communication with sales and planner on supply issue for taking appropriate actions to minimize negative business impacts
  • Drive action on the short UBD, inactive Inventory, phase-in / phase-out, communicating with business partners to minimize the negative cost impact
  • 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
  • OTHER FUNCTIONS AND RESPONSIBILITIES :

  • Responsible for the overall direction, coordination and evaluation of the country. Carry out supervisory responsibilities in accordance with company policies and applicable laws.
  • Responsible for interviewing, hiring and training employees; planning, assigning and directing work; conducting performance appraisals;
  • evaluating and disciplining employees; addressing complaints and resolving problems.

  • Perform other related functions and responsibilities assigned by supervisor
  • Handle and process customer complaints in timely manner and according to Abbott and country's policy and requirement
  • Ensure applicable SOP of Abbott executed
  • Budget control and must have managed finance order to payment cycle.
  • Prepare for Audits, Compliances & SOX, etc., Documentations
  • REQUIREMENTS

  • Bachelor's degree in engineering, business / operations management / supply chain / equivalent
  • MBA in Operations / supply chain preferred
  • 10 to 12 years' experience with at least 3 plus years of people management skills
  • Have must handle Pan India role
  • This role is expected to supervise a team of specialist level employees and up to manager level
  • Excellent interpersonal communication skills. Ability to lead team. Project management capabilities.
  • Ability to prioritize and multi-task, proactive and self-motivated. Attention to detail. Meet deadlines under pressure.
  • To participate in S&OP, regional SCM call, preparing Monthly business review deck. call on monthly basis.
  • 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.
  • Personal Involvement : Personally engages his / her interests, emotions or commitments in their work.
  • JOB FAMILY : Supply Chain

    DIVISION :

    CRM Cardiac Rhythm Management

    LOCATION : India >

    India >

    Hyderabad : Basheerbagh Palace Colony

    ADDITIONAL LOCATIONS :

    WORK SHIFT : Standard

    TRAVEL :

    Yes, 50 % of the Time

    MEDICAL SURVEILLANCE :

    SIGNIFICANT WORK ACTIVITIES :

    Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)

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