Senior Customer Operations Specialist

JOB DESCRIPTION:

Senior Customer Operations Specialist

Department

ANSC – Planning. Reporting to: Customer Operations Supervisor

Description

The Abbott Logistics Nutrition Organization has an unwavering ambition to deliver on its promise of superior customer service, in a cost-effective environment. Primary in this ambition is our drive to operate a world-class supply chain, recognized by optimal resource planning and comprehensive problem solving. In the mix of people, processes and systems, it is critical to develop and nurture strong communication networks that ensure transparency between affiliates and planning centers for all supply chain issues.

The Senior Customer Operations Specialist will be responsible for the highest possible customer service to the commercial affiliate. By working as a key person in supporting processes around continuous improvement this central function is accountable for the overall maturity level of the teams in terms of process, procedure and continuous improvement. The Senior Customer Operations Specialist provides continuous improvement with affiliates and other SC partners.

The Senior Customer Operations Specialist ensures, plans meet key business performance objectives (inventory, customer service, operating costs, acceptable risk). Define and implement process improvements to improve customer service and/or reduce operating costs. Provide support to the Customer Operation Supervisor for the relevant decision making.

Primary Responsibilities

• Deliver primary tasks for customer operations role;
• Report weekly/monthly to different stakeholders on customer service levels in updates/S&OP and MBR;
• Build and develop effective relations with region liaisons and key stakeholders;
• Secure adherence to agreed processes and partnership agreements/service level agreements;
• Ensure business reviews with key affiliates are effective;
• Drive financially based decision making;
• Contribute to monitoring KPI-scores and, in case of exceptions, enforce root cause analyses and implementation of corrective actions;
• Provide training and support to the Customer operations team in processes and responsibilities in the day-to-day business;
• Continuously drive for improvement in Customer Operations;
• Drive project management and goal milestones adherence
• Lead Gemba initiatives and drives standardization
• Coordinate onboarding of new colleagues
• Champion and Train Root Cause Analysis principles
• Continuously improve TIER platform and meetings
• Lead Value Stream Mapping efforts
• Contribute to establishment and maintenance of Procedures and SOP’s for all Customer operations processes;
• Provide planning/ distribution and transportation system knowledge support for affiliates;
• The senior customer operations specialist may act as back-up for the Customer Operations supervisor in his/her absence.

Differentiating scope for Senior

• Deploy management policies and guidelines to the team.
• Raise operational challenges constructively with management.
• Mentor and buddy for new employees (internal and external)
• Support operational team in visit and workshops abroad.
• Secure overall satisfaction in region
• Lead larger cross functional projects.
• Improve team collaboration.
• Build trust with internal and external stakeholders for the responsible AREA beyond own countries
• Create and maintain professional and effective relations between team and customers

Necessary Skills and Competencies

• Creative and analytical problem solving skills are required
• Know the business
• Strong quality focus
• Strong financial awareness
• Commercial awareness
• Drive for results
• Helicopter view
• Initiative
• Innovation
• Integrity
• Communication

Education – Bachelor’s Degree

• Supply Chain Management/Production Operations Management/Logistics Management
• or equal by experience: 3+ years or more relevant working experience (supply chain e.g.)

Must be based in the Netherlands and must be Fluent in English. Dutch is a bonus.

The base pay for this position is

N/A

In specific locations, the pay range may vary from the range posted.

JOB FAMILY:

Supply Chain

DIVISION:

ANSC Nutrition Supply Chain

LOCATION:

Netherlands > Zwolle : Grote Voort 247

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

No

MEDICAL SURVEILLANCE:

Not Applicable

SIGNIFICANT WORK ACTIVITIES:

Not Applicable