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Customer Relations Senior Specialist – Global Accounts

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Abbott Laboratories

14d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Logistics
  • Galway

AI generated summary

  • You should have 7+ years in order management/customer service, ERP experience (preferably SAP), mastery of international shipping, and skills in Power BI or QlikView for reporting.
  • You will manage customer orders, track metrics, handle communications, prepare for meetings, align stakeholders, log requests, identify process gaps, and drive process improvements for efficiency.

Requirements

  • Preference is that you will have been operating within an Order management or Customer Service Division or supporting very large Global level Customers.
  • Minimum 7 years’ experience managing Customer orders via ERP order management systems.
  • Understanding of the delivery of International shipments with a focus on Quality Compliance.
  • Customer Order fulfilment/Supply Chain process especially within an International environment.
  • Experience working across Cross-functional, matrix type organisations to secure the required information.
  • Previous experience of SAP or other ERP systems is a distinct advantage.
  • Previous experience in reporting tools and experience with Power BI or QlikView is mandatory.
  • Ability to think innovatively, bring continuous improvements and not be constrained by current practices.
  • 3rd level education or degree is desirable, but not mandatory if proven experience in this field is demonstrated.

Responsibilities

  • Customer Order Management – Effectively understanding all the various elements (planning, regulatory, sku’s, pricing, contract details, lead-time understanding, manufacturing, shipping documentation, waivers, sampling, labelling, transportation planning, finance planning, Customer pick-up patterns, etc) that affect a Customer Order from quotation/PO to revenue-recognition. Continuous review of each Customer order to ensure detailed date-planning and management of all stages to make sure that the order progresses perfectly for an on-time delivery.
  • Metrics – effective monitoring of the orders daily to ensure that there are no bottlenecks at any stage and to predict each step in advance to avoid unnecessary delays at the last minute, Continuous tracking of the Order stages and the duration that an order spends in each stage to ensure metric adherence to ensure high OTP (On time performance) scores. Analysing and tracking monthly scores and any reasons for misses in advance so that we have solid reports for our Customers in advance. Contract reviews to be conducted to ensure that their requirements are adequately included as part of the metrics.
  • Customer emails – effective tracking and management of the inbox and reply to Customers in a timely and appropriate manner and any escalations are assigned to the correct person. Effective tracking and co-ordination of all aligned responses so that action can be closed off effectively with a final communicated resolution.
  • Customer Meetings – effectively preparing for each meeting in advance in terms of Quotations and Orders and Metrics. Orders should be tracked in a usable way that can be filtered for our needs and our Customer needs:
  • Order progression and Order Status updates – strong stakeholder alignment across all functions of the organisation to ensure that each team are working effectively to progress their activity needed for the order (Quality, CS, RA, SC, Manufacturing, warehouses, Customer etc). The various hand-offs needed on an international order provide the strongest risks for delays – so this is a crucial part of this role. Providing updates across all internal and external teams on movement on the actions/status.
  • Customer requests and Action tracking - Ensuring that any requests within a Contract or in a meeting are effectively logged, investigated and either declined or fully investigated internally before facilitating the request. Effective logging of all status updates and actions taken from any meeting or from emails.
  • Customer Order gaps – identifying any gaps that you see in the process and working to resolve these.
  • Process improvements - You will also be responsible for driving specific process improvement projects with the team in order to deliver improved efficiency and performance.

FAQs

What is the main purpose of the Customer Relations Senior Specialist role?

The main purpose of this role is to support the effective management of customer orders, emails, and metrics to provide an excellent customer experience and strengthen relationships with key accounts.

What are the key responsibilities associated with customer order management?

Key responsibilities include understanding various elements affecting customer orders, monitoring order stages to ensure on-time delivery, and coordinating with internal teams for smooth order progression.

How important are customer metrics in this role?

Customer metrics are critical as they involve continuous tracking and analysis of order performance, ensuring high on-time performance scores, and identifying any reasons for misses to provide solid reports for customers.

What experience is preferred for candidates applying to this position?

Preference is given to candidates with experience in order management or customer service divisions, especially those supporting large global customers, and a minimum of 7 years’ experience in managing customer orders via ERP systems.

Is experience with ERP systems required for this role?

Yes, previous experience with SAP or other ERP systems is a distinct advantage for this position.

What tools should candidates be familiar with for reporting purposes?

Candidates should have experience with reporting tools, specifically Power BI or QlikView, as this is mandatory for the role.

Is a degree required for this position?

A 3rd level education or degree is desirable but not mandatory if the candidate can demonstrate proven experience in the field.

What type of organization will the candidate be working within?

The candidate will be working within a cross-functional, matrix-type organization to secure the necessary information for managing customer orders effectively.

How does the role contribute to process improvements?

The role involves driving specific process improvement projects to enhance efficiency and performance within the customer order management process.

How will customer emails be managed in this role?

The role requires effective tracking and management of the customer email inbox, ensuring responses are timely and escalations are appropriately assigned for resolution.

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Abbott Laboratories

Science & Healthcare
Industry
10,001+
Employees

Mission & Purpose

At Abbott, we’re dedicated to helping people live more fully, in everything we do. We’re creating the future of healthcare through life-changing technologies that make you healthier and stronger, quickly identify when you have a medical need, and treat conditions to help you get back to doing what you love. With headquarters in north suburban Chicago, Abbott serves people in more than 160 countries with leading medical devices, diagnostics, nutrition products and branded generic medicines. More than 115,000 of us are helping millions of people to live better and healthier, every day around the world. Our employees do work that matters as part of a global community that supports them with career development opportunities and locally competitive benefits. Mission: We help people live better and healthier with our life-changing technologies. We're revolutionizing health with the most personal technologies, empowering people with the data and knowledge they need to help them live longer and better.