Susan Z.
Senior Manager, Customer Operations & Supply Chain @Abbott
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WORK HISTORY
Senior Manager, Customer Operations & Supply Chain @Abbott
Mississauga, ON, CA
Drive all customer support functions including order entry automation; invoicing; lot sequestering; customer care and communications to ensure positive Net Promoter Scores and achieve sales and margin Plan targets. • Lead the Demand and Supply team in the effective application of best practice to ensure that sufficient stock is available to meet customer demand. Ensure cold chain logistics analysis is maintained. • Partner with 3rd party logistics/distribution team, ensuring 3PL organizations maintain healthy supply and inventory levels.• Ensure timely invoice payment, contract compliance to established KPIs and service levels to end user customers. Manage all 3PL warehouse activities, freight and distribution.• Responsible for implementing and maintaining the effectiveness of the quality system.• Develop and implement appropriate and innovative organizational structures, strategic and tactical execution plans to ensure customer service and support expectations are consistently met.• Manage key balance sheet and income statement drivers to ensure positive impact on Abbott Canada’s economic profit. This includes oversight of no charge shipments, maintaining appropriate staffing levels, automating processes for maximum efficiency.• Negotiate and enforce 3PL Agreements, driving 3PL compliance and KPI achievement.• Support the commercial sales and marketing organizations with proactive customer communication, demand planning and order management to achieve monthly sales and margin Plan expectations.• Drive gross margin projects saving $1.7MM from hire date.• Bring together plans for the business in Operations process, reviewing and challenging assumptions, vulnerabilities and opportunities.• Ensure a robust demand forecasting process; making use of, and developing, necessary tools to support the forecasting activities. Ensure clear documentation of assumptions and occurrences to analyze the root causes. Co-Lead LGBTQIA+ Initiatives at site level.
EDUCATION
Service Management Certification - Service Strategies
Field Service Management
University of Toronto Mississauga
Bachelor of Science (BSc), Double Major - Psychology/ Sociology
Ontario Real Estate Board
Real Estate Licence, Real Estate
ABOUT SUSAN Z.
A focused People Leader driven to make accurate and timely decisions based on data to improve internal and external customer experience by executing on strong collaboration skills driving employee engagement and retention. Doing this while driving Revenue,Quality, Compliance & Environmental Health & Safety, Vendor Management & Operational Excellence. Working together and demonstrating strong extensive networking capabilities as a team are just not words to me. Ensuring the right mix of clear process and accountability exist in operating procedures. Setting the tone for an inclusive environment to ensure full team engagement and working on strengthening relationships with team and both internal and external customers are key to success.Committed to achieving commercial targets and going above and beyond what is expected to reach them because I am driven by the physical and psychological health, safety and development of the people who I work with and the altogether challenge of the situation, the project, the goal…20 years in the Medical Devices Field & 8 years in the pharmaceutical field.
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