Customer Services Representative at Abbott

WHAT YOU'LL DO:

• Run Joint Business Partnering with top 5 FMCG Customers focusing on:
• Infill rate
• NPI launches
• Joint forecasting
• Claims & Credits tracking & escalation
• Month end order management
• Management of State tender Orders, Communication & tracking
• Customer service deliver best in class customer service to customers
• Manages and processes customer orders
• Understand customer expectations on KPI's, provide visibility to their scorecards internally and deliver on customers' KPI expectations.
• Collaborates with key stakeholders and those who influence service performance; including Commercial teams, Supply Planning, freight and warehousing service providers to address ways to improve customer satisfaction
• Reports weekly KPI’s for Service Levels and customer indicators internally and externally
• Drive and take lead in conjunction with other functional areas to resolve short supply situations and product allocation processes.
• Delivery costs within logistics budget
• Investigates and validates credit claims and looks at ways to reduce order errors
• Project management of key cost and service improvement initiatives that result in efficiency improvements
• Achieve monthly FMCG Sales targets.
• Build forecast tracker for Top 5 FMCG Customers and communicate with Supply Chain
• Coordinate shipment to/from customers.
• Back order management.
• Communicate all queries and give feedback to customers.
• Communicate with Sales Team regarding orders and delivery status.
• Maintain current and accurate customer files and information.
• Act as liaison between Top 5 FMCG Customers, Sales Managers and other departments within Abbott AN to help ensure customer satisfaction.
• Ensure that Finance Department are kept abreast with any/all customer related claims and facilitating with NKAM to set up meetings with customers to resolve disputes where applicable.
• Sample order creation in BPCS & management

REQUIRED QUALIFICATIONS:

• 3-5 years industry experience with FMCG customers, with Key focus of Customer services & Joint Business Planning.
• Strong computer skills in Microsoft Excel (level intermediate or advanced), Word, PowerPoint and Outlook
• Administrative Ability, Good Communication Skills, Attention to Detail
• Deadline orientation
• Proactive
• Able to work independently and part of a team
• Solution driven
• Negotiating skills.