Director – OUS Customer Logistics (Team of 50 people)

About AbbVie

AbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas including immunology, oncology and neuroscience - and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on LinkedIn, Facebook, Instagram, X and YouTube.

Reporting to the Director – Large Scale Distribution, OneHUB

Position:

The Director, OUS Customer Logistics position manages and oversees the global / Distributor Order-to-Cash and related processes across all therapeutic areas for the OneHUB organization in AbbVie.

AbbVie Customer Service is responsible for providing the highest level of service to all / Distributors through the creation and maintenance of a world-class customer focused organization and process. The Customer Logistics organization operates under AbbVie’s global Target Operating Model which operates on a single integrated SAP platform

The Director, OUS Customer Logistics role holds a key strategic and operational leadership role responsible for the development, continuous improvement and delivery of first-class customer service and the strategic development of operational requirements, process and technology to delivery key service outcomes for the Distributors markets and customers.  The role has significant levels of responsibility and accountability for operational delivery, including key responsibility/ ownership for compliance and controls

The Director, OUS Customer Logistics provides efficient and streamlined order management, timely product distribution (i.e. ensure that all products reach AbbVie’s wholesale, retail, and direct sale distribution channels efficiently), customer complaint resolution, master data and accurate approval of credit/debit transactions.  This position is also instrumental in executing the successful launch of new products and line extensions in those markets.

Highlighted Responsibilities:

• Managing, coaching, and developing a team of approx. 50 customer service professionals located around the world.
• Responsible for the execution of the Customer Service Finance Manager Order to Cash activities under AbbVie’s Target Operating Model.
• Responsible for the strategy and tactical operation of Customer Service activities for AbbVie. 
• Responsible for representing supply chain related activities to all levels within the organization, customers, and vendors, as well aligning internally within Supply Chain Operations.
• Responsible for monitoring workflow to ensure all activities are being addressed in a timely and acceptable manner.  Gaps in workflow must be addressed and resolved quickly.
• This position is responsible for scheduling, attendance monitoring and counselling as well as driving for improvements based on KPI monitoring, Identify, evaluate, and implement continuous improvements  
• Monitoring adherence to all corporate, division and departmental procedures and policies to achieve compliance in a changing environment. 
• Identify and implement strategies to improve quality of service, productivity, and profitability.
• Oversee the achievement and maintenance of agreed customer service levels and standards and review and assess customer service contracts.
• Handle complex and escalated customer service issues, review customer complaints and track customer complaint resolution.
• Drive the AbbVie culture across the team and create and sustain a positive environment displaying high levels of motivation and excellent team spirit
• Supports full implementation of the OUS CL and OneHUB strategy across the business.
• Use customer insight and RCA to identify companywide improvements, act as the Voice of the customer to the organization.
• Strategically lead and develop an operational management to enhance performance by setting clear accountable performance measures.

• Bachelor or Master level education, preferably in Operations, Business Management, Marketing or related field.
• 8 years’ experience in Customer Service, Sales, Logistics or other relevant environments.
• >5 years with people management experience.
• Excellent leadership and people management/development skills.
• Proven capability to manage and implement change management programs.
• Must possess excellent helicopter view and analytical skills.
• Ability to interact successfully in a diverse, highly matrixed environment and with senior level management to effectively influence and manage change.
• Working Knowledge of SAP.
• Excellent communication skills and proficient in English.
• Resiliency and agility

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community.  Equal Opportunity Employer/Veterans/Disabled. 

US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html

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