Primary Job Function :

Complete day to day supply chain tasks including order processing, data entry, issue investigation and resolution, handling general customer enquiries (phone and email), stock management, credit and invoice management.

Responsibilities :
Technical / Operational

• Process customer orders for domestic and international customers
• Keep customers informed about order status, backorders, unexpected delays, part shipments and product issues
• Handle inbound product enquiries, quotes, product returns and complaints
• Make outbound calls or emails assisting with customer notices and product recalls
• Analyze and resolve escalated customer issues
• Process credits
• Help manage price database
• Liaise with transport companies including domestic couriers and freight forwarders
• Maintain customer standing orders
• Assist Sales and Marketing teams with stock, customer order enquiries and customer data base
• Some planning and inventory control tasks as required
• Identify and implement improvements in customer service processes

Internal Systems and Processes

• Knowledge of and adherence to Human Resources Policies & Procedures
• Follow, update and create SOP’s and methods for the department.
• Ensure processes meet department objectives (KPIs) within expected timeframes

Customers

• Provide outstanding assistance and advice to external and internal customers
• Develop and build relationships between the distribution site and other areas of Abbott, suppliers and customers.

• Bachelor's degree is required.
• Knowledge of generally accepted customer service principles.
• Relevant experience at a business-related field.
• Proficiency in the use of computer programs for customer service
• Good knowledge for SAP
• Fluent in both English and local language is preferred.