JOB SUMMARY

Reporting to Customer Service Manager, this individual will support daily activities relating to order receiving – order entry, invoicing , customer feedback, and working closely with other functions to address and resolves issues.

Also, monitor outsource team performance and support training if required.

In addition, as part of order entry automation , will play important role of EDI expansion and analysis.

Major Responsibilities

General:

Customer Service

• Own order process, collaborate with outsourcing team, and carry out stable order processing.

• Coordinate with other departments and manage product control, shipping restrictions, backorder support, etc. related to order processing.

• Accepting inquiries regarding orders from customers (Dealers)

• Examining the efficiency of the order process for Capital products

• Work closing with sales and marketing teams, regulatory, global planning, and local supply chain team striving to provide and accurate demand signal

• Proposal and implementation of order processing efficiency improvements in collaboration with other departments

• Support for smooth operation of product phase-out and phase-in

• Drive action on the short UBD, inactive Inventory, phase-in/phase-out, communicating with business partners to minimize the negative cost impact

• Resolve customer’s complaints to customer satisfaction and proactively seek to identify root cause to prevent reoccurrence.

SAP Master and System control

• Maintain Master of supply chain related SAP

• Organizing SAP system requirements(ITDR), making requests, and conducting tests.

• Determine and maintain EDI parameters in EDI order convert system.

Compliance with audit rules

• Complying with Abbott Policies

• Follow compliance and Medical Device requirements (Regulatory Affair)

• Providing materials and explaining work content during Sox audits and other audits(Including Abbott policy）

Reporting

• Utilize reporting tools (BO, BW, Power BI, Data Mart and SAP)

Continuous Improvement

• Initiate continuous improvement for driving improvement of work quality, efficiency and accuracy in customer service

• Provide trainings to team members to enhance quality of work

Minimum Requirements

Education:

• Bachelor’s degree or equivalent

Background:

• 1-5 years of working experience in similar roles

Language:

• Business level English /Japanese communication skills required. (e.g. TOEIC 700+)

Preferred Requirement

• Proficient or experienced user in the following IT environments: SAP CRM, ECC and GTS, Business Objects, Business Warehouse ,MS Excel & Access.

• Additional system knowledge welcome/ e.g. VBA macros, power BI

An Equal Opportunity Employer

Abbot welcomes and encourages diversity in our workforce.

We provide reasonable accommodation to qualified individuals with disabilities.

To request accommodation, please call 224-667-4913 or email corpjat@abbott.com