Freight & Distribution and Customer Service

Job description

JOB DESCRIPTION:

RESPONSIBILITIES:

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

• 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:

DIVISION:

LOCATION:

ADDITIONAL LOCATIONS:

WORK SHIFT:

TRAVEL:

MEDICAL SURVEILLANCE:

SIGNIFICANT WORK ACTIVITIES: