Customer Service Operations: + Manage end-to-end customer service process for MT, e-commerce, institutional sales, traditional trade and CSD, ensuring prompt and accurate order processing and delivery. + Serve as the primary point of contact for customer inquiries, complaints, and requests, ensuring timely resolution and proactive communication. + Responsible for RCA and work with sales to define and monitor SLAs, ensuring that all customer touchpoints meet the agreed service standards. + Gather and analyze customer feedback to identify service improvement opportunities and increase customer satisfaction. Order Management and Fill Rates: + Ensure optimal inventory levels to maintain fill rates across all sales channels, collaborating with distribution planning, sales and RLMs to avoid stockouts. + Ensure all orders are processed accurately, with minimal discrepancies, working closely with CFAs and coordinating with RLMs to avoid delays and errors. + Develop strategies with the distribution planning and logistics teams to improve inventory forecasting, leading to improved order fulfillment times. + Effectively manage backorders, coordinating with production team to ensure customers are kept informed of product availability and delivery timelines. Ex-India Management: + Manage Ex-India activities for domestic/Singapore manufactured products from India, ensuring compliance with international trade laws, customs regulations, and documentation requirements. + Oversee the export process from receiving purchase orders (POs) to shipping products, ensuring a seamless flow of operations. + Work closely with the commercial sales team to coordinate with Ex-India distributors, ensuring smooth communication and timely deliveries. + Ensure all necessary export documentation (such as invoices, packing lists, certificates of origin, Health Certificate, test report, Certificate of Analysis…etc.) is accurate and complete. Review customs clearance and compliance with international trade regulations. + Liaise with freight forwarders and shipping companies to secure the best rates and ensure timely deliveries, monitoring shipment statuses until the final delivery to the. + Monitor and manage export costs, by consolidating load in minimum containers, ensuring they are within budget while maintaining high service levels. + Identify potential risks in international operations, such as delays in customs or issues with international regulations and take proactive measures to mitigate them. + Coordinate with Ex-India sales teams who manage relationships with Ex-India distributor, ensuring alignment on POs, product availability, and shipping timelines. + Collaborate with internal teams including production, logistics, and finance to ensure export orders are managed efficiently, and all Ex-India requirements are met. Cross-functional Collaboration Team Management and Leadership: + Collaborate with Production, distribution planning, sales, and logistics teams to align on customer requirements, order volumes, and product availability. + Work closely with finance to resolve ASP/MRP/Shelf-life related discrepancies, ensure accurate invoicing for customers. + Lead and mentor the customer service team, providing training, setting performance standards, and ensuring the team meets its objectives. + Define KPIs for customer service operations and regularly review performance metrics with the team, offering coaching and feedback as necessary. + Foster a culture of continuous improvement, encouraging team members to innovate, problem-solve, and provide exceptional service. Reporting and Analysis: + Generate regular reports on customer service performance, including key metrics like order fill rates, lead times, and customer satisfaction scores. + Analyze customer service data to identify trends, recurring issues, and areas for improvement, implementing actionable solutions based on insights. + Provide regular updates on performance, challenges, and achievements, along with recommendations for process improvements. An Equal Opportunity Employer Abbot welcomes and encourages diversity in our workforce. We provide reasonable accommodation to qualified individuals with disabilities. To request accommodation, please call 224-667-4913 or email corpjat@abbott.com