ABBOTT LABORATORIES Manager, US Commercial Order Management - Abbott Diabetes Care Salary in the United States

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 103,000 colleagues serve people in more than 160 countries.

PRIMARY JOB FUNCTION

Manager within US Commercial overseeing the business to business customer service organization.

CORE JOB RESPONSIBILITIES

:

• Manage the strategic customer service and order management for US Commercial business
• Manage direct reports and third-party vendors responsible for the end to end process of establishing customer accounts, receiving a customer order, managing the order and taking it through to complete order fulfillment. Includes but not limited to customer master data management, order management, order inquiry/claims and reverse logistics.
• Responsible for KPI reporting and maintaining a dashboard for multiple levels of management. Based on KPI outcome, partnering with cross functional teams internally and externally to analyze data, produce solutions and implement programs to drive successful service.
• Develop and track goals, objectives and staff performance to assure annual improvements in operational performance, productivity and customer satisfaction.
• Contribute to product return strategies, actionable reporting on service failures, strategic programs to improve and drive successful service and cost reduction objectives where possible.
• Taking ownership of customers issues and following problems through to resolution
• Develop service procedures, policies and standards to improve customer experience and organizational efficiencies.
• Leverage customer success tools to enable effective and scalable support
• Lead order management related activity during audits, field action and recalls.
• Oversee and enforce controls to prevent product diversion and fraudulent customers/orders.

• Build efficient and effective customer partnerships while providing the highest quality service to our customers. Find win-win programs to drive efficient operations with our customers.
• Work with Sales and Marketing leadership to align on business planning, strategy and future growth. Work collaboratively to gain a thorough understanding of their needs and constraints in order to ensure ERP system capacities are established and customer service resources are secured.
• Works collaboratively as part of the US Commercial team to achieve US product sales and margin.
• Collaborate with senior leadership to support the execution and strategic planning of new product introductions, conversions and end of life.
• Lead on corporate and divisional order to cash initiatives ensuring divisional strategy is represented and projects are aligned to support current and future business requirements.

KNOWLEDGE & SKILLS

• Strong leadership skills: ability to build teams and inspire people.  Ability to lead multi-disciplinary teams to leverage cross-functional learning and insight.
• Sound analytical abilities and acute attention to detail required. .
• Monitor activity to ensure compliance across all staff, third party vendors and provide coaching and regular performance reviews.
• Strong strategic skills: proven track of successfully having used gained market knowledge and customer insights to feed into commercial strategy and marketing plans.
• Strong analytical skills: ability to analyze data to translate market insight from internal and external sources into powerful insights.
• Demonstrated ability to contribute/produce during high pressure periods continuing to represent a positive demeanor with the team and to the face of our customer.
• Strong project or program management skill and successful experience in matrix organizations.
• Excellent communication skills: fluency in English, additional language skills beneficial
• Ensure confidentiality of information; handle situations and respond appropriately with discretion and in a professional manner and use judgement to handle confidential information, employee issues and other sensitive matters.
• Working knowledge of supply chain and distribution management.
• Proficient in SAP and Microsoft suites

SUPERVISORY/MANAGEMENT RESPONSIBILITIES

2-5 Direct Reports.

POSITION ACCOUNTABILITY / SCOPE

• Ability to quickly drive decisions and consensus building in multi-stakeholder environment. 
• Proven ability to build and sustain successful business relationships.
• Ability to work in a fast-paced, dynamic environment with a strong level of initiative and assertiveness.

Qualifications:

Bachelors Degree or equivalent experience required. Knowledge of regulations and standards affecting IVDs and Medical Devices. 7 years experience of Customer Service/Sales/Order Management experience preferably in the Medical Field. Project/Program management experience. Must be able to lead a project team to successful project implementation. Uses excellent interpersonal and communication skills, negotiate project outcomes, timetables, resources, and other project deliverables. Identify training requirements and develop and execute a training program to meet those requirements. Ability to work under pressure and handle multiple priorities. Excellent organizational and analytical skills. Strong interpersonal skills Proven ability to influence cross functional teams without direct authority. Strong oral and written skills. Utilizes diverse background experience and understanding of existing operations. Self motivated Team Focused High attention to detail.