Customer Service Manager

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Ready to help shape the future of healthcare? Your talent can bring our science to life!

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Customer Service Manager

Job purpose:

• Lead and manage the order fulfilment process by ensuring to process the orders from creation up to the transfer to VDP department and by following-up on the batch release as from the filling until the final release. Escalations and prioritisation need to be passed on to the Supply Coordination Team, which will deal with these and come back with feedback and concrete action plans as an outcome of alignment meetings.
• As processes are partially automated, closely collaborate with the experts running the automated process steps is required.
• Be responsible for the performance of the Order Fulfilment process and Team, influencing KPIs like OTIF, Service Level and Customer Satisfaction.
  
  

In this role you will…

Manage a team of 8 Order Fulfilment officers for the following activities:

• Manage order creation in SAP for production of final products, final container and bulk on different production sites
• Follow up the customer order portfolio for the own market scope to ensure on time delivery by coordinating with internal suppliers and stakeholders (RA, QA, site logistics, CMO…)
• Manage stock transfers between sites for specific vaccines range and ensure Final Container availability for pack
• Coordinate batch release
• Activate submission
• Analyze weekly AMT Events and complete the analysis in the AMT tool
• Identify and escalate supply issues within a 22 weeks’ horizon and provide creative and adequate alternate solutions to avoid/minimize the market impact in alignment with the Supply Coordinators
• Initiate destination changes
• Contact with customers on operational topics through daily/weekly communication
• Manage final pack inventories, escalate short shelf-life inventories and propose solutions to avoid write off (e.g. through monitoring of non-allocated stock)
• Support process review to improve efficiency, customer satisfaction and cash-flow, including automation of processes and utilization of business intelligence solutions.
• Ensure performance management and KPI follow-up
  
  

Please note that depending on your profile and experience we may offer to employ you in the grade different from the position grade.

Why you?

Qualifications & Skills:

• Master’s degree in Supply Chain Management, Engineering or Business Administration
• Ideally, having gained 3-5 years of experience in Operations Management in an international or global context, within pharmaceutical or FMCG supply chain Industry.
  
  

Preferred Qualifications & Skills:

• Operational and management experience in Supply Chain processes and supporting systems with large organizations within an international business environment
• Project management: Demonstrable knowledge of project management methodology and experience in implementations
• Performance management: proven track record in delivering the targeted business results
• Experienced in stakeholder management
• Change management is a clear plus, both in knowledge of methodology and experience in implementation
• Leadership experience in people management.
• Recognized professional qualification / certification in Supply Chain preferred (e.g. APICS certification, etc.…)
• Excellent written and spoken English is a must
• Knowledge of GXP requirements is an asset
  
  

Why GSK?

GSK is a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together – so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns – as an organization where people can thrive. Getting ahead means preventing disease as well as treating it, and we aim to impact the health of 2.5 billion people around the world in the next 10 years.

Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it’s also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves – feeling welcome, valued and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.

Find out more:

Annual Report 2021

• Li-GSK
  
  

GSKTechTalent

If you have a disability and require assistance during the course of the selection process, you will have the opportunity to let us know what specific assistance you require in order to make suitable arrangements.

GSK is a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together – so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns – as an organisation where people can thrive. Getting ahead means preventing disease as well as treating it, and we aim to impact the health of 2.5 billion people around the world in the next 10 years.

Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it’s also about making GSK a place where people can thrive. We want GSK to be a workplace where everyone can feel a sense of belonging and thrive as set out in our Equal and Inclusive Treatment of Employees policy. We’re committed to being more proactive at all levels so that our workforce reflects the communities we work and hire in, and our GSK leadership reflects our GSK workforce.

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