Logistics & Customer Services Specialist - 1 Year Contract at Abbott

Core Job Responsibilities:

Customer service

• Responsible for the processing of orders in Southern Africa using the ADOC system as well as the local system.
• Receives orders via the Internet, fax or mail.
• Arrange all DTC (Direct to Customer) orders as and when required
• Check if all required information and identification are listed i.e. list number, customer number, product quantity, product description, and price are supplied
• Adds the necessary information as needed, then adds and updates the information onto the
• ADOC and BPCS system.
• Enters the orders as needed, taking into consideration any special-order types or FOC codes as well as specific customer requests.
• Ensures lot reservations are maintained for designated customers
• Maintains a Tracker of all orders processed including backorders
• Confirms availability of stock on hand prior to submitting the pick/packs
• Call off point – Orders processed to be submitted to financial system for invoice creation by means of call off.
• Ensure contact details are updated and present for automatic order confirmations
• 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 daily and resolve crucial items shortages.
• Ensure that back-orders are being communicated to internal and external customers
• Ensure that loss of sales is being replaced, and credits are processed
• Ensure on time and complete orders are delivered
• Instrument orders (M2000 and Alinity M), flights, tracking from DLK
• Instrument movement arrangements to local customer ensuring all install and train reagents plus accommodating inventory items for service
• Trouble shooting validation fails by communicating with the customer and internal stakeholders within agreed SLA.
• Service & Rentals – Ensure that on a monthly basis all service and rental billings are validated against open contracts prior to invoicing.
• Load new products in BPCS and maintain the item master
• Ensure correct transfer pricing is calculated and item codes used to segregate the various products.
• Complete the standard cost worksheet and ensure audit reports are printed
• Process the German and local interface file(s) daily and ensure all invoices are generated within the specific time frame

Demand Planning for Southern Africa

• Assist the Head of Commercial Excellence and Operations with overall demand planning for
• Southern Africa, ID (M2000 and Alinity M) as well as Oncology
• Demand overview for COVID-19 for the sub-region
• Monthly Stock reconciliation & remediate all monthly actions
• Pro-actively managing Supply Planning operations to deliver the required level of inventory, minimizing costs whilst meeting customer service level.
• Flag out supply risk to the business
• Actively reduce stock obsolescence by constantly reviewing the supply plan.
• Analyze any out of stock or over stocked situation to understand the root cause and relate the impact to the business. Taking fast pro-active steps to bring in stocks when facing shortage and find ways to reduce inventory when stocks are high.
• Able to challenge status quo and provide solutions/opinions to improve current way of working to seek productivity.
• Maintain and manage supply/demand related reports
• Prepares stock replenishment file (ASK) on weekly basis and liaison with EMEA Planning and

Distribution teams

• Manage the online Inventory overview for the sub-region (Base and COVID-19)

Logistics

• Ensure and verify Abbott 3PL’s consistently deliver above KPI’s set and escalate if they fail with data.
• Maintain tracker on short supply with constant follow up
• Manages a Hotlines tracker with reasoning and appropriate approvals from commercial team
• Track the DSV SLA on deliveries
• Voice feedback / concern / instances of the past month during the monthly 3PL meeting with remedial suggestive actions and follow ups.
• Initiate and Monitor Insurance Claims for Damaged Goods due to Forwarder/Transporter issues.
• Analyze and provide operational reports as required for management reporting and escalate business critical observations to management.
• Participate in periodical / annual inventory check at 3PL sites.
• Regular Ambassador check-points (To ensure sufficient stock levels are maintained at customer, order planning assistance, etc.)
• Assist direct manager with communication from logistics partner to customer (Both internal & external)
• Communications to Ambassador Team regarding any item, specific changes or constraints affecting customer base
• Log DCI’s with Germany for any shipment discrepancies/short supply or damaged shipments

Finance

• Pricing, facilitates pricing changes and manages escalation of required changes
• Maintain customer pricing contracts on the system and ensure all pricing is updated on the ADOC system – yearly price increases, new quotations
• Assist with preparing/Process the Lancet accrual file and submit to finance
• Maintain/Track all FOC requests on a monthly basis
• Prepare/submit the monthly Intercompany purchase values for IFO
• Department support on new projects e.g. integration project

Month end

• Running month-end process
• All GRV’s completed
• Stock allocation for order to be cleared, invoiced and completed
• Instrument RD transactions to be invoiced and completed
• Inventory Balancing between ADOC/BPCS and DSV
• Destruction Certificates to be completed (Stock write offs)
• ADC interface to be cleared and resolving the interface issue on a monthly basis.
• Last transmission file sent through to BPCS

Queries Management

• Handles customer calls with resolution of all queries in 24 hours
• Receives customer complaints e.g. over shipment, wrong accessories etc.
• Listen to customer complaints to determine problems correctively.
• Categorizes calls and analyses them.
• Create statics on number and nature of all calls received.
• Implements corrective action.

Education

• Must have Matric
• 3-5 years in a customer services/order entry role