Customer Service & Operations Lead

Salary undisclosed

Apply on

Original

Simplified

JOB DESCRIPTION:

Job Purpose and Scope:

Analyse historical In Market sales, market trend, forecast, stock on hand and production plan to determine replenishment to distributor.
Monitor inventory level in Abbott and Distributor warehouse and coordinate with Supply Planning to ensure optimal stock level.
Manage Distributor orders & Staff Purchase to meet customer fulfillment requirements, process approved credit note/ debit note from distributor.
Collaborate with sales team on In Market backorder release and tender stocks planning.
Monitor EPD Customer Service KPI & ensure achieve the annual target. Core

Job Responsibilities:

Deployment/Replenishment to Distributor

Daily monitoring In Market sales and ensure Abbott replenish the right stocks at right time to Distributor.
Responsible for East Malaysia indent planning: work with East Malaysia sales team on future forecast and determine quantity to transfer from central warehouse to East Malaysia.
Monitor the stocks movement closely in West Malaysia & East Malaysia. If there is any slow-moving products, alert commercial team to take actions to minimize obsolescence/write off
Responsible for To Market Invoice, Credit Note/ Debit Note consolidation and provide projected closing to Head of Supply Chain. Any variance vs ADS/ sales commitment, promptly inform Head of Supply Chain/Finance.

Customer Service

Assist in order fulfilment activities such as processing distributor orders (Malaysia + Brunei) and staff purchase.
Knowing the status of the Distributor PO, picking & invoice status to answer queries from commercial team on when to deliver to Zuellig and saleable for In Market Invoice.
Maintain database of customer sales order and invoicing records in compliance with company’s policies and procedures, timely filling and housekeeping of documents.
Purchase Orders for Trading & Safekeeping Conversion to be signed by Distributor RA and rubber stamp ink & signature is clearly visible when scanned to Abbott. Ensure order acknowledgement from Abbott GM
Process approved credit notes/ debit note on time and accurately to ensure customer requirements are met with agreed service level.

Monitoring In Market backorders

Daily checking of Distributor's Principal Backorder report and releasing based on stock availability for SKU and Sample Items
Liaising with Sales Team (NSM) with regards to Backorder matters especially when supply constraint. To check with NSM which orders to be fulfilled and inform customer via emails / backorder tool and ensure backorders release as per NSM advise.

Follow up with Supply Chain Operations or 3PL on picking & invoice on GR (Goods Receipt) status.

Work closely with Supply Chain Ops & set priority to process urgent order
Follow up with Supply Chain Operations on APO shipment & hologram status
Follow up with 3PL to ensure promptly invoicing.
Follow up with Distributor to expedite urgent stocks receiving for IM backorders release.
To monitor & inform Distributor to reserve stocks of there is any new artwork change. Once old artwork depleted, inform Distributor to release new artwork for In Market selling.

Distributor Management/Customer support

Take the lead in quarterly meeting with Zuellig and internal stakeholders.
Setting expectations and goals for distributor with clearly defined performance metrics and targets.
Take ownership of customer issues
Liaise with QA on sales team/ customer complaint on Zuellig (delivery to customers)
Checking & verifying of Air Freight charges from ZP for EM Indent on monthly basis upon receipt of DN
Analyze customer ordering pattern: sample drop/ return analysis-how this will impact to freight & distribution.
Continuously improve sales and operation planning by incorporating distributor data (dashboard/KPI) & operation issues. Make recommendation to management for improvement.

Tender stocks Planning

To inform Distributor to Inkjet for KKM Label once tender stock level in Distributor warehouse is running low. Daily monitoring on tender purchase pattern)
Coordinate with Sales, Marketing and Market access on tender stock status
Work with supply planning on scenario analysis when supply disruption-conduct financial impact assessment.

Others

On time upload actual sales & forecast by channel into Prime/VENA (forecasting tool) and ensure data accuracy
Provide In Market Sales transaction to QA- Need to update sales report (commercial/Sample) for selected products to Abbott QA in quarterly basis-one of the requirements from supplier.

Minimum Skills Required:

Good interpersonal skills & able to communicate well in English and Malay.
Strong computer knowledge on Microsoft application e.g. excel, and knowledge of Warehouse Management System (SAP)  Keep accurate records and document customer service actions and discussions.  Evaluate customer service levels and inventory levels to ensure customer satisfaction.  Take ownership of customers issues and follow problems through to resolution.
Strong analytical and problem-solving skill & understand the impact of an event to P&L
Strong time management skills & ability to prioritise tasks effectively.
Provide subject matter expertise for customer service & supported supply chain function.

Knowledge / Education Required:

Qualifications and experience in customer support, warehouse & distribution systems. Experience Required: Describe the on-the-job experience level required to perform this job (management experience)
At least 3 years’ experience in customer service support & planning
Excellent negotiation & follow up skills.
Team player with ability to collaborate across department. o Collaborate with Supply Chain to meet delivery deadlines and minimize lead times.
Strong track record of operational excellence & continuous improvement especially in customer support/conflict resolution o Understand inventory control strategies to minimise carrying costs

The base pay for this position is

N/A

In specific locations, the pay range may vary from the range posted.