Customer service & Logistics Planner - GSK

Job Purpose

The Customer Service & Logistics planner role remit is to manage operational customer supply chain well as to act as the operational point of contact between 1st tier customers (distributors), commercial team, and regional supply team.

The objective of this role is to use analytical capabilities, supply & demand planning expertise along with interactions with the commercial teams and regional supply teams to streamline the customer supply chain.

There is a significant analytical aspect of this role in reviewing and challenging data and underlying assumptions to make recommendations. Moreover, the role holder will act as primary ‘catalyst for change’ within CS&L organization; challenge, influence and improve organization tactics & plans by working with CS&L head to ensure that team members are

Key Responsibilities:

• Customer Service Improvement /partnership /expert in trade channel management able to drive extended supply chain with 1st tier customers through VMI initiatives to bring shared benefits (SAMBC, DFC, Returns & Rejections)
• Monitor & investigate key To-Market indicators & inflections as in; sales against forecast, distributors’ trade stock level & obsolescence assessment, review of associated market intelligence, and forecast quality metrics review.
• Manage and monitor budgets and run rates by reviewing CS&L cost tree and exploring innovative ways to reduce overall required cost to serve.
• Lead projects to drive improvement in process metrics, targeted financial benefits, and achieve company goals and facilitating continuous improvement strategy/initiatives/STPs.
• Monitor adherence to quality systems & ensuring compliance with various service Levels, quality standards & maintaining requisite documents.
• Essential contributor to Pre-DRM, Pre-S&Op, Core Commercial Cycle meetings as appropriate.
• Provide ongoing oversight and support to ensure that performance measures are being used to effectively manage operations, identify and manage risks, and effect organizational change.
• Drive Weekly & Monthly KPI’s /Dashboards reporting & Facilitate annual target/objective-setting.
• Develop strong working relationships and leverage the networking benchmark through:
  • Collation and sharing of best practice (market, region).
  • Membership of communities of practice –market, region and global.
  • Measurement of organization performance in relation to internal and external best practice.

Knowledge/ Education / Previous Experience Required*

• University Bachelor's degree, preferably from Pharmaceutical / Engineering / Science background.
• 5 to 7 years of working experience in Supply & Demand planning, and Customer service roles in FMCGs, preferably in Pharma.
• APICS certification is a plus.
• Good knowledge and understanding for the End to End Supply Chain is crucial for successful role delivery.
• Solid working experience in customer-facing organization with understanding of commercial distribution model.
• Experience in Continuous Improvement cultures / Lean Methodologies, Six-Sigma is a plus.
• SAP user for SOTC stream, MTD is a plus.
• Proven record in Implementing & leading change initiatives.
• Excellent communication, influencing and interpersonal skills with good stakeholder and people management.
• Actively seek to improve processes, controls and expand effectiveness and efficiency.
• Ability to work independently and as part of a team.

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