Customer Services Representative

4 weeks ago

Johannesburg, South Africa Abbott Laboratories Full time

**About Abbott**

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

**Working at Abbott**

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.

**Customer Service Representative**

This position is based in Johannesburg, South Africa in Abbott Nutrition Division.

**About Nutrition Division**

Our nutrition business develops science-based nutrition products for people of all ages, from helping babies and children grow, to keeping adult bodies strong and active. Millions of people around the world count on our leading brands - including Similac®, PediaSure®, Pedialyte®, Ensure®, Glucerna® and ZonePerfect® - to help get the nutrients they need to live their healthiest life.

As a Customer Service Representative, you'll provide supply chain support for the customer account teams, with a focus on the customer supply chain and logistics collaboration for service and efficiency for Abbott ANI.The executive collaborates with customer Sales teams, customer buyers, Abbott logistics team and Abbott internal team, in order to accomplish the goals and objectives of Customer Service, Logistics, and Supply organization.

**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.

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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