Logistics & Customer Services Specialist - 1 Year contract page is loaded Logistics & Customer Services Specialist - 1 Year contract Apply locations South Africa - Johannesburg time type Full time posted on Posted 3 Days Ago job requisition id 31092179 JOB DESCRIPTION:This role is based in our offices in Roodepoort, in our Molecular division
Job Purpose and Scope:
Responsible for maintaining the day-to-day operations of Customer Service, Logistics and Demand
Planning for Region Africa, Sub-Region: Southern Africa (South Africa, Botswana and Namibia). Actively
supporting the objectives of the Region in support of the Head of Commercial Excellence and Operations.
Serves as the Senior Employee of the Customer Service and Logistics team – where the other team
member will reach out for first line support.
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
o All GRV's completed
o Stock allocation for order to be cleared, invoiced and completed
o Instrument RD transactions to be invoiced and completed
o Inventory Balancing between ADOC/BPCS and DSV
o Destruction Certificates to be completed (Stock write offs)
o ADC interface to be cleared and resolving the interface issue on a monthly basis.
o 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
The base pay for this position is
N/A In specific locations, the pay range may vary from the range posted.
JOB FAMILY:Customer ServiceDIVISION:AMD MolecularLOCATION:South Africa > Johannesburg : Abbott PlaceADDITIONAL LOCATIONS:WORK SHIFT:StandardTRAVEL:NoMEDICAL SURVEILLANCE:NoSIGNIFICANT WORK ACTIVITIES:Not Applicable
About Us Abbott is about the power of health. For more than 135 years, Abbott has been helping people reach their potential — because better health allows people and communities to achieve more. With a diverse, global network serving customers in more than 160 countries, we create new solutions — across the spectrum of health, around the world, for all stages of life. Whether it's next-generation diagnostics, life-changing devices, science-based nutrition, or novel reformulations, we are advancing some of the most innovative and revolutionary technologies in healthcare, helping people live their best lives through better health.
The people of Abbott come to work each day with relentless energy, enthusiasm and a promise to enhance the health and well-being of millions of people. They push the boundaries to help manage and treat some of life's greatest health challenges.
We invite you to explore opportunities at Abbott , to see if your talents and career aspirations may fit with our openings. An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce.
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