Global Accounts Customer Order Support

Global Accounts Customer Order Support

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We’re empowering smarter medical and economic decision making to help transform the way people manage their health at all stages of life. Every day, more than 10 million tests are run on Abbott’s diagnostics instruments, providing lab results for millions of people.

Our rapid diagnostics solutions are helping address some of the world’s greatest healthcare challenges.

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At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You will have access to:

• Career development with an international company where you can grow the career you dream of .
• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

GLOBAL ACCOUNTS CUSTOMER ORDER SUPPORT

Abbott Rapid Diagnostics is hiring a Global Accounts Customer Order support based in Dubai.

Abbott Rapid Diagnostics has a number of large NGO Procurement Customers that purchase from Abbott globally which are managed by the Global Accounts team. Typically, these orders have a high value and by nature, can be very complex to process – especially if mandatory activities are not completed or missed along the long lead-time.

The purpose of this role is to ensure support the effective management of Customer orders, emails and metrics in order to provide excellent Customer experience and continue to grow the relationship with our key Accounts. The main objective is to provide excellent Customer Service back to the Customer, by managing Emails in a timely manner, managing the Customer Meetings in an organised way, tracking Customer Orders and quotations weekly and most importantly managing Customer Metrics in an accurate and real-time way to ensure highest levels are achieved.

What You’ll Do-

• Customer Metrics – effective tracking of our OTP scores, generating and tracking monthly scores and reasons for our monthly leadership forums and tracking at a Customer level. You will need to define a mechanism that tracks the status during the Customer calls to ensure ongoing alignment so we have no surprises later.
• Customer emails – ensuring that you manage the inbox and reply to Customers in a timely and appropriate manner and any escalations are assigned to the correct person. Effective tracking and co-ordination of all aligned responses so that action can be closed off effectively with a final communicated resolution.
• Customer Meetings – effectively preparing for each meeting in advance in terms of Quotations and Orders and Metrics.  Orders should be tracked in a usable way that can be filtered for our needs and our Customer needs:
  • Customer orders retrieved from SAP/Power BI and pulled into a traceable report for GA.
  • Orders need to be broken down into logical categories in advance of the meeting. The categories reflected need to factor in the tracking of metrics, Customer follow-ups, Pickups and others.
  • Order acknowledgement in terms of PO receipt needs to be tracked and measured including feedback.
  • Any orders in SAP are pulled and any additional information retrieved from the plants, other depts etc.
  • Any Customer escalations need to be tracked, communicated and followed up for Customer Centricity.
• Action tracking – Effective logging of all status updates and actions taken from any meeting or from emails.
• Status updates – Ensuring that the CS team and Revenue teams get the status updates post Cust Calls.
• Customer requests – Ensuring that any requests within a Contract or in a meeting are effectively logged, investigated and either declined or fully investigated internally before facilitating the request.
• Customer Order gaps – identifying any gaps that you see in the process and working to resolve these.
• Process improvements – You will also be responsible for driving specific process improvement projects with the team in order to deliver improved efficiency and performance.

Specific Goals:

• Order progression of each order across the Order to Cash cycle to meet both Rev-rec and OTP targets.
• Customer Metrics – OTP scores and Order acceptance scores to be above 95%.
• Customer Emails – Managing emails and responding to Customers within 1 days.
• Action tracking – building a mechanism to track, report and follow up of all actions and Customer requests.
• Effective Customer Meetings – preparation in advance, progression of orders and efficient tracking.
• Developing a solid support structure that works even when people are on vacation – to ensure that Customer Orders, Emails, Actions and requests are managed and tracked in a structured, organised and timely way.
• Building up a solid Team relationship and team working environment, so that Global Accounts is seen as a highly functioning team.
• Solution crafting – often the solutions are not evident and you will need to form solid and working relationships across the wider organisation in order to create and influence solutions.

Required Qualifications-

• Preference is that you will have been operating within an Order management or Customer Service Division or supporting very large Global level Customers.

• Minimum 7 years’ experience managing Customer orders via ERP order management systems.
• Understanding of the delivery of International shipments with a focus on Quality Compliance.
• Customer Order fulfilment/Supply Chain process especially within an International environment.
• Experience working across Cross-functional, matrix type organisations to secure the required information.
• Previous experience of SAP or other ERP systems is a distinct advantage.
• Previous experience in reporting tools and experience with Power BI or QlikView is mandatory.
• Ability to think innovatively, bring continuous improvements and not be constrained by current practices
• 3rd level education or degree is desirable, but not mandatory if proven experience in this field is demonstrated.

Required Skills/Competencies

• Very Customer focused (Both Internal and external) with strong interpersonal, communication and written skills – effectively you are putting the Customer at the forefront of everything you do.
• Team player and who will build the trust and alignment needed for this role. We are a small team, managing large customers, so we have to have a united voice, attitude and support mechanism for all our stakeholders.
• Self-starter, possesses flexibility and ability to work under pressure in a fast-changing environment and ambiguous situations.
• Performance, results driven person who takes personal responsibility to get things done.
• Strong creative skills, innovative, ‘thinks outside the box’ and looks to advances in Technology.
• Independent and Business savvy: This person needs to understand the impact of Metrics, Email response times and Delays will have on the Customer relationship, Customer metrics and Revenue.
• Strong communicator who is proactive in building relationships across a multi-site teams, sharing knowledge and leveraging best practice across different teams
• Positive attitude, team player with a high level of initiative, energy and enthusiasm
• Strong proficiency in reporting tools, Excel, PowerPoint
• Ability to look at things for a different perspective and adapt to changes needed to support a changing business.

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

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