Customer Service & Operations Lead

Job Purpose & 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:

1) Deployment/ Replenishment to Distributor

• Daily monitoring In Market sales and ensure Abbott replenish the right stocks at right time to the 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 are 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.

2) 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 the distributor 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 the distributor's 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.

3) Monitoring Market Backorders

• Daily checking of the 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 end-customer via emails / Distributor backorder tool and ensure backorders release as per NSM advise.

4) Follow up with Supply Chain Operations/ 3PL on picking & invoice on GR

• 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.

5) Distributor Management/ Customer Support

• Take the lead in quarterly meeting with distributor 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 distributor (delivery to customers)
• Checking & verifying of Air Freight charges from distributor 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.

6) 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.

7) 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.