Director – OUS Customer Logistics (Team of 50 people)

Reporting to the Director – Large Scale Distribution, OneHUB

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 deliver key service outcomes for the Distributors markets and customers. The role has significant levels of responsibility and accountability for operational delivery, including key responsibility and ownership for compliance and controls.

The Director, OUS Customer Logistics provides efficient and streamlined order management, timely product distribution (i.e. ensuring 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 approximately 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 as 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.
• Responsible for scheduling, attendance monitoring and counselling, as well as driving 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.
• Support full implementation of the OUS CL and OneHUB strategy across the business.
• Use customer insight and RCA to identify companywide improvements and act as the voice of the customer to the organization.
• Strategically lead and develop operational management to enhance performance by setting clear accountable performance measures.

Qualifications:

• Bachelor or Master level education, preferably in Operations, Business Management, Marketing or a related field.
• 8 years’ experience in Customer Service, Sales, Logistics or other relevant environments.
• 5+ years of 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 proficiency in English.
• Resiliency and agility.

Where We Work:

Role is primarily site- or office-based but can occasionally be performed remotely. Employees who are site/office-based and can occasionally perform their role virtually work both in the office and remotely, following the policies and regulations in place at their location. US employees must be in the office on Tuesday, Wednesday, and Thursday with flexibility to work remotely on Mondays and Fridays. Three days in the office is the minimum; some individuals or teams may require more in-office days due to meetings, business/project needs or their role.