Global Accounts Order Support Lead

Global Accounts Customer Order Support

Overview

Abbott Rapid Diagnostics is hiring a Global Accounts Customer Order Support based in Dubai. The role supports the management of customer orders, email, and metrics for large NGO procurement customers, ensuring excellent customer experience and growth of key accounts.

Responsibilities

• Track and report customer metrics including OTP scores and monthly leadership floor outcomes.
• Manage the customer inbox, respond timely and assign escalations to the appropriate team members while logging all actions.
• Prepare for and conduct customer meetings with quotations, orders, and metrics review, using SAP/Power BI data.
• Track orders, acknowledge PO receipt, record pickup/feedback and gather additional plant or departmental information.
• Log status updates and action items for CS and revenue teams post calls.
• Investigate and resolve customer requests or contract requests, ensuring internal review before facilitation.
• Identify and close gaps in the order process; lead process‑improvement projects to enhance efficiency.
• Maintain continuity of support so customer orders, emails, actions, and requests are managed consistently, even during team absences.

Specific Goals

• Ensure order progression meets revenue‑recognition and OTP targets.
• Maintain OTP and order‑acceptance scores above 95 %.
• Respond to customer emails within one day.
• Build a tracking mechanism for actions and customer requests.
• Prepare and conduct efficient meetings, progressing orders and tracking outcomes.
• Develop a dependable support structure for team continuity.
• Foster a high‑functioning team reputation within Global Accounts.
• Create and influence solutions through cross‑organizational collaboration.

Required Qualifications

• At least 7 years’ experience managing customer orders via ERP order‑management systems.
• Experience with SAP or similar ERP systems.
• Experience with reporting tools, especially Power BI or QlikView.
• Understanding of international shipments and quality compliance.
• Experience in customer‑order fulfillment and supply‑chain processes in an international environment.
• Experience working across cross‑functional, matrix organisations.
• 3rd‑level education or degree desirable but not mandatory with proven experience.

Required Skills and Competencies

• Clear customer focus with strong interpersonal, communication, and written skills.
• Team player who builds trust, alignment, and unity across stakeholders.
• Self‑starter capable of working under pressure in fast‑changing, ambiguous situations.
• Results‑driven and innovative, with a “think outside the box” mindset.
• Strong business acumen; understands impact of metrics, response times, and delays on relationships and revenue.
• Proactive communicator building relationships across multi‑site teams and sharing best practices.
• Positive attitude, high initiative, energy, and enthusiasm.
• Strong proficiency in reporting tools, Excel, PowerPoint.
• Adaptive to change and able to view situations from new perspectives.

Abbott is an Equal Opportunity Employer, committed to employee diversity.