Senior Customer Operations Specialist
( Zwolle )
Abbott is a global healthcare company committed to helping people live not just longer, but better. We employ around 69,000 people in 150 countries with a diverse portfolio spanning pharmaceuticals, nutrition, diagnostics and devices. At Abbott, you have the opportunity to make a positive impact on the world through challenging and rewarding work as part of a highly successful and trusted organization that is shaping the future of health. Realize your potential!
The Abbott Logistics Nutrition Organization has an unwavering ambition to deliver on its promise of superior customer service, in a cost-effective environment. Primary in this ambition is our drive to operate a world-class supply chain, recognized by optimal resource planning and comprehensive problem solving. In the mix of people, processes and systems, it is critical to develop and nurture strong communication networks that ensure transparency between affiliates and planning centers for all supply chain issues. In order to continue to realize our mission we are looking for a:
Senior Customer Operations Specialist
In this position you will be responsible for providing commercial affiliates the highest possible customer service. By working as a key person in the region, effective relations are created and maintained with commercial affiliates and other SC partners, Supply related and non-supply related issues are managed in the best way possible, enabling continued growth of sales, margin and market share for commercial affiliates. Commercial affiliates are educated in planning processes. The Senior Customer Operations Specialist provides continuous improvement with affiliates and other SC partners.
What are your responsibilities and tasks?
Contributes to achievement of key performance indicators for service, schedule stability, LBE achievement, and milestone adherence.
Report weekly/ monthly to different stakeholders on customer service levels in updates/ S&OP and MBR
Ensure demand and forecast analysis by means of intuitive tooling and gaining market information and data
Build and develop effective relations with region liaisons and key stakeholders
Secure adherence to agreed processes and partnership agreements/ service level agreements
Ensure business reviews with key affiliates
Drive for resolution for elevated supply/demand issues, by aligning and communicating across the supply chain – be the linking pin for the assigned region(s) and/or cross-regional; provide backing up for the Customer Operations manager
Drive financially based decision making
Actively join S&OP processes and be the primary input of information from commercial into the supply chain S&OP processes.
Contribute to monitoring KPI-scores and, in case of exceptions, enforce root cause analyses and implementation of corrective actions
Assure compliance with local, international and Abbott quality, financial and regulatory rules, policies and procedures
Understand the affiliate’s demand and their fluctuations, and share this knowledge with all parties involved.
Provide training and support to the Customer Operations team in processes and responsibilities in the day-to-day business
Drive continuously for improvement in Customer Operations
Provide input to local and Area S&OP processes
Optimize department communications with internal and external customers
Contribute to establishment and maintenance of procedures and SOP’s for all Customer Operations processes
Provide planning/ distribution and transportation system knowledge support for site and affiliates
The customer operations specialist may act as back-up for the Customer Operations manager in his/her absence
Position Interaction Internal & External Contacts
Regular contact with commercial affiliate management and area senior management on supply and non-supply related topics.
Regular contact with ALOG Supply Chain partners concerning processes, cooperation and communication.
Regular to occasional contact with ALOG QA concerning compliance and QMS support.
Regular to occasional contact with IT support; concerning, data queries, system issues, improvement opportunities, system access, etc.
Regular to occasional contact with finance teams globally
What kind of background we are looking for?
Bachelor or Master Degree in a related field such as Logistics Management, Supply Chain Management or equal by experience.
3+ years or more relevant working experience (supply chain e.g.)
Strong team building and communication skills are required to provide support to Customer Operations and other internal and external business partner
Strong analytical skills are critical for issue resolution, planning, inventory management, and KPI analysis.
Strong business intelligence skills needed to process and understand and explain data.
Strong network skills are required to facilitate effective working relationships with affiliates, manufacturing sources and other supply chain partners.
Effective written and oral communication skills are required to facilitate information flow across internal and external supply chain customers.
Negotiation and conflict resolution skills are required to ensure timely and effective solutions to scheduling and inventory management issues internal and external customers.
Innovative skills and initiative are required to identify, advise on and implement business process improvements.
A good understanding of SAP APO/S&OP/ERP planning systems and business applications is vital.
Creative and analytical problem solving skills are required.
What can we offer you?
Abbott provides a varied, challenging and international position in a dynamic and pleasant working environment. In our organization, you can count on excellent primary and secondary benefits, a positive working atmosphere, a personal growth plan, extensive training opportunities and good career perspective. We are in the business of advancement, both in health solutions and in the lives and careers of our employees. Our work across the world and in many areas of healthcare provides a rich environment for our employees to explore career paths, interests and opportunities.
How to apply?
If you are interested in this vacancy, in working at Abbott, and you recognize yourself in the aforementioned description, then we are interested in receiving your cv. You can apply by sending in your cv and motivation via our website. For more information you can contact Katinka van Vastenhoven, Senior Recruiter via firstname.lastname@example.org
Part of our selection process is checking references and we will require your Certificate for Conduct. An assessment center can also be part of the recruitment process.
Acquisition is not appreciated.