Customer Service Supervisor

7 hours ago

Johannesburg, South Africa Abbott Laboratories Full time

**Division**:Abbott Core diagnostics**
**Location**:Johannesburg**

**DO WORK THAT MATTERS.**

At Abbott, diverse ideas, perspectives, and expertise allow us to create the life-changing solutions that help people live healthier lives. In 150 countries and with businesses spanning nutrition, diagnostics, medical devices, and branded generic pharmaceuticals, Abbott offers you enormous opportunities to explore your interests and help you achieve your career and personal goals.

**Abbott Core diagnostics division** provides diagnostic solutions are used in hospitals, laboratories and clinics around the globe. The crucial information derived from our tests, instruments and informatics systems are often the first step in patient care decision making for hundreds of health conditions from heart attacks to blood disorders to infectious diseases and cancers.

**Primary Objective of Position**
- Responsible to ensure that customer orders are processed timeously and accurately into ADOC or the local ordering system.
- Customer orders must be accurately captured to avoid customer dissatisfaction and loss of income through Credit notes
- Supervise the customer services team and the full order entry and communication elements within the department. Support to South Africa, BNLS and distributors.
- Support the Logistics & Customer Services Manager
**Major responsibilities**:
**Responsible for Customer service and processing which includes and is not limited to**:

- Prepare, get sign off, and manage the processing of all credit notes according to limits of authority once approved.
- Follow up on customer complaints and resolve problems from internal and external customers.
- Review back orders and resolve crucial items shortages.
- Ensure that back-orders are being communicated to internal and external customers
- Ensure that loss of sales are being replaced, and credits are processed
- Ensure on time and complete orders are delivered
- Trouble shooting validation fails by communicating with the customer and internal stakeholders within agreed SLA.
- Ensures the customer services team is taking into consideration any special-order types (CPBs, FOC’s, IMFs, RD transactions, etc.) during the order entry process.
- Ensures lot reservations are maintained for designated customers
- Maintains a Tracker of all orders processed.
- Builds and maintains stats for the customer services department.

Confirms availability of stock on hand prior to submitting the pick/pack
- Call off point - Orders processed to be submitted to financial system for invoice creation by means of call off.
- Daily review and cleanup of all open orders on the system
- Regular customer calls (To ensure sufficient stock levels are maintained at customer, order planning assistance, etc.)
- Service & Rentals - Ensure that on a monthly basis all service and rental billings are validated against open contracts prior to invoicing.
- Maintenance of order files: Cross audits of all files by peers before weekly archiving
- Maintain a clean desk policy (As per policy)
- Lot reservations for specific customer requests. (German allocation of reserved lots and Blood banks request for lots.
- Sends Pick slip data to distribution partner for stock confirmation as well as send orders received, to local file for processing invoices.
- Ensure that any Instrument Movement order is updated and processed accordingly.
- Follows up on Back Order Reports daily and manages communication to customers.
- Ensure contact details are updated and present for automatic order confirmations
**Invoicing**
- Reprints invoices and files relevant copies.
- Prepares Pro-forma invoices in local system for cross border zero value invoices for customs.
- Manages the daily filing of orders
- Service and rentals invoices generated on a monthly basis.
- Complete the standard cost worksheet and ensure audit reports are printed.
- Processes the German and local interface files to all invoices that are generated within the specific time frame.
**Control of delivery**:

- Monitors the order status within the computer system especially in back-orders and short expiry situations.
- Initiates express delivery from Local stock when necessary and is approved.
**Distribution**:

- When required, visit key customers to resolve issue surrounding orders, distribution and customer service
- Log DCI’s with Germany for any shipment discrepancies
- Processing the ADC interface and resolving the interface issue on a daily basis.
- Prepares stocking replenishment file for Customer Services & Logistics Manager to review when required.
- Support Inventory function:
P.O. creation,

GRV processing

QA release,

correction of negative stock balances once approved by Logistics & Customer Services Manager.
- Owns communication from logistics partner to customer (Both internal & external)
- Daily communications to Customer Experience Team regarding any item, specific changes or constraints affecting customer base
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