Customer Service Specialist

Company Name: GSK
Location: UAE

Job Purpose

Plan distributor stock replenishment using VMI model. Liaise with Distributors on pre-approvals, customs clearance, reporting and regulation changes. Support new launches / process improvement & cost saving projects.

Core Responsibilities

• Ensure suggested orders are worked out, communicated and confirmation received in line with VMI process / agreed inventory norms.
• Ensure required CS&L SOPs are updated and in-use in line with QMS policies.
• Participate in Forecast Review (Pre-DRM) process to update shipment status, NPD Planning, review forecast changes for current month and impact on shipments.
• Plan and arrange shipments in line with suggested orders, consolidate to maximise container space.
• Communicate with Regulatory team / Distributors and provide documents for pre and final approvals as applicable in respective countries.
• Manage outsource team to ensure smooth shipment & documentation process.
• Ensure shipment arrival notice alongwith documents are sent to customers as per agreed SLAs.
• Orderbook management on a daily basis, update dates and plan shipments accordingly.
• Achieve OTIF improvement target.
  
  

• Represent CS&L in New Product launches and ensure on-time stock arrival to meet launch dates.
• Ensure all required reports & analysis are produced in timely & achurate manner
• Participate in cross-functional projects (within GSK or external) as required.
• Ensure that the shipment target are met as agreed with Management.
• Manage distribution cost for inbound and outbound shipments and ensure that the cost is shared with Departmental head
• Lead process improvement & warehousing / distribution cost saving projects within CS&L
• Liaise with Brand and Quality team to arrange re-packing form for distributitors promotions (distributors that are Quality approved)
  
  
  

Scope

• Shipments from MMW and direct from sites to customers in ME
• Overall 15 markets and 24 Distributors
  
  
  

Experience Requirements

• Very good knowledge of Logistics, Shipping & Customer Service processes, procedures & practices.
• Very good understanding of warehousing and distribution procedures
• Ideally with FMCG / Pharma / Foodstuffs experience i.e. experience in handling products with strict regulations, expiry dates, minimum remaining shelf life
• Very good knowledge of IT tools (especially Excel) & corporate in-house systems (ideally JDE)
• Good Planning & organisational skills.
• Proven customer focus
• Good analytical skills
• Excellent communication skills
• Ability to work accurately with a minimum of direction
• Ability to work to tight timeframes when necessary
• Team leader experience preferred
  
  
  

Key Behaviours

• Teamwork
• Drive for results
• Communication
• Customer focus
• Action Oriented
  
  
  

Key Features

• Validate accuracy of closing stocks and in transit stock reports
• Ensure timely escalation of low stock or out of stock situation and propose solutions
• Good cross functional communication between CS&L and Supply Planning team is required
• Ensure orders processed on receipt & accurately entered
• Ensure shipments made in line with Distributor inventory SOP’s
• Play key role in Launches & Promos
• Validate & monitor all orders from Distributors to ensure they are in line with VMI replenishment.
  
  
  

Contact Information

You may apply for this position online by selecting the Apply now button.

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• Seniority level

  Entry level

• Employment type

  Full-time

• Job function

  Customer ServiceInformation Technology

• Industries

  Human ResourcesRetailHospital & Health Care