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 serviceResponsible 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 requiredCheck if all required information and identification are listed i.e. list number, customer number, product quantity, product description, and price are suppliedAdds 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 customersMaintains a Tracker of all orders processed including backordersConfirms availability of stock on hand prior to submitting the pick/packsCall 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 confirmationsPrepare, 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 customersEnsure that loss of sales is being replaced, and credits are processedEnsure on time and complete orders are deliveredInstrument orders (M2000 and Alinity M), flights, tracking from DLKInstrument movement arrangements to local customer ensuring all install and train reagents plus accommodating inventory items for serviceTrouble 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 masterEnsure correct transfer pricing is calculated and item codes used to segregate the various products.Complete the standard cost worksheet and ensure audit reports are printedProcess the German and local interface file(s) daily and ensure all invoices are generated within the specific time frameDemand Planning for Southern AfricaAssist the Head of Commercial Excellence and Operations with overall demand planning for Southern Africa, ID (M2000 and Alinity M) as well as OncologyDemand overview for COVID-19 for the sub-regionMonthly Stock reconciliation & remediate all monthly actionsPro-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 businessActively 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 reportsPrepares stock replenishment file (ASK) on weekly basis and liaison with EMEA Planning and Distribution teamsManage the online Inventory overview for the sub-region (Base and COVID-19)LogisticsEnsure 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 upManages a Hotlines tracker with reasoning and appropriate approvals from commercial teamTrack the DSV SLA on deliveriesVoice 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 baseLog DCI's with Germany for any shipment discrepancies/short supply or damaged shipmentsFinancePricing, facilitates pricing changes and manages escalation of required changesMaintain customer pricing contracts on the system and ensure all pricing is updated on the ADOC system – yearly price increases, new quotationsAssist with preparing/Process the Lancet accrual file and submit to financeMaintain/Track all FOC requests on a monthly basisPrepare/submit the monthly Intercompany purchase values for IFODepartment support on new projects e.g. integration projectMonth endRunning month-end processAll GRV's completedStock allocation for order to be cleared, invoiced and completedInstrument RD transactions to be invoiced and completedInventory Balancing between ADOC/BPCS and DSVDestruction 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 BPCSQueries ManagementHandles customer calls with resolution of all queries in 24 hoursReceives 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
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