Job Description

JOB DESCRIPTION:

MAIN PURPOSE OF ROLE

The Customer Service & Logistics Head is responsible for order fullfillment of distributor markets and logistics in APAC. Collaborate with Area Supply Chain to set strategic direction and own the Customer Service and all operational activities. Manage a team of Customer Service and Logistics professional to carry out execution of order fulfillment and logistics related matter. Establish metrics and goals to measure performance and service level. Maintains positive working relationships with area and affiliates cross functional team as well as distributors, suppliers, global planning & global logistics.

MAIN RESPONSIBILITIES

• Lead and manage Customer Service & Logistics team in 11 APAC countries at an estimated business size of USD 580mil to meet customer and business requirement
• Collaborate with Area Supply Chain to set and execute strategic direction for Customer Service & Logistics operation
• Develop and implement standardised order fullfillment processes, order tracker, complain tracker and responsible for investigation and timely closure of customer complain
• Collaborate with global planning, export operation and logistic to develop and standardize order fulfillment procedures applicable to different APAC market requirements.
• Ensure procedures are robust, scalable & compliance to Abbott internal audit requirements
• Collaborate with Commercial, Demand & Supply Planning, Regulatory and MDM team ensure timely fulfillment of New Product for all affiliates
• Responsible for all inbound and outbound logistics including custom & trade compliance
• Act as escalation point to drive and resolve complex operation issue with cross-functional team
• Develop, maintain and set target on customer service metrics to monitor order fullfillment, back order and to be able to measure performance of supplier, Distribution Center and Customer Service & Logistics team
• Set strategic target to maintan Best-In-Class Customer Service in terms of performance and cost profile. Drive continuous improvement program
• Manage operation and logistics cost within budget and support yearly budgeting cycle
• Develop a Customer Service playbook by consolidating and standardizing existing procedures and processes across APAC countries. Maintain a training program for new and incumbent staffs.
• Conduct coaching, performance appraisal and develop a career pipeline for succession plan
• Resource reallocation to optimize productivity without compromising service level
• Drive team spirit and inculcate positive and proactive behavior in making Abbott the best place to work
• Drive team members to adhere with the strict Abbott OEC policy and procedures

Background/Skill/Experience

• 10+ years of working experience in customer service, order fullfillment, supply chain or logistics operation in global healthcare, medical device, pharma or FMCG with at least 5 years in regional context
• Minimum 4 years of supervisory experience managing 5 to 10 team members
• Experience in SAP and with S4 Hana is a plus
• Experience in managing warehouse operation, distributor and forwarder
• Experience with WMS (warehouse management system), TMS (transport management system) and DMS (distributor management system) is a plus
• Experience in a tender process for logistics operation
• Ability to interact with multiple levels of cross functional management team is required
• Strong interpersonal and communication skills in multi-cultural enviroment
• Strong leadership & influencing skills, passionate and self-driven
• Proactive problem solver with strong customer centric mindset
• Proficient in English with multiligual of other Asian languages is a plus
• Computer literacy. Strong in MS Office and Power BI

The base pay for this position is N/A

In specific locations, the pay range may vary from the range posted.

JOB FAMILY: Supply Chain

DIVISION: HIAC Core Lab

LOCATION: Malaysia
Selangor : Imazium, No. 8, Jalan SS 21/37

ADDITIONAL LOCATIONS:

WORK SHIFT: Standard

TRAVEL: Not specified

MEDICAL SURVEILLANCE: Not Applicable

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

Abbott