Director– OUS Customer Logistics (Team of 50 people), Zwolle

Director– OUS Customer Logistics (Team of 50 people) Full-time

Workday Global Grade: 20

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. 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 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/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.

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 counseling as well as driving improvements based on KPI monitoring, identification, evaluation, and implementation of continuous improvements.

Monitoring adherence to all corporate, division and departmental procedures and policies to achieve compliance in a changing environment.

Identifying and implementing strategies to improve quality of service, productivity, and profitability.

Overseeing the achievement and maintenance of agreed customer service levels and standards and reviewing and assessing customer service contracts.

Handling complex and escalated customer service issues, reviewing customer complaints and tracking complaint resolution.

Driving the AbbVie culture across the team and creating and sustaining a positive environment displaying high levels of motivation and excellent team spirit.

Supporting full implementation of the OUS CL and OneHub strategy across the business.

Using customer insight and RCA to identify companywide improvements, acting as the Voice of the customer to the organization.

Strategically leading and developing 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 proficiency 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 applicants seeking a reasonable accommodation, click here to learn more:

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