Objective

To support local logistcs operation within Korea market supply chain, and continue ensuring key performance indicators are met.

O2C customer service specialist conducts and transacts Customer Service and Logistics processes for the supply of products and outbound to its first trade customers in order to achieve optimal Customer Service levels and to maximize the On-Time-In-Full KPI, thereby supporting the commercial ambition.

This role includes sales order entry/sample order management and invoice processing with first trade customers and, in some businesses, will extend to managing collaborative relationships with individual wholesalers and retailers. And to support reports for sample outbound

O2C customer service specialist works with their peers in the local LSP(s).

O2C customer service spclailist will initiate and support a number of ‘exceptional’ processes to manage supply chain events and changes, such as reviewing batch-level data to support daily sales of products and to support customer master and price change align with internal partners.

O2C customer service specialist must understand supply chain capabilities – outbound delivery & distribution requirement, warehouse & logistics as well as demand/ supply

Reporting to: Market Supply Chain Lead

Key accountabilities and Responsibilities

• Local contact point for sales order and outbound and distribution with 3PL when notify

• Continue to review way of working and SOP with 3PL to secure storage activity and transport

• Continuation of collaboration and team work with supply chain team, and Quality team to know experience, knowledge and process improvement

• Execute the outbound Customer Service and order management to first trade customer including order placement, invoicing, and customer complaints processes

• Ensure the integrity of Material Master and Customer data (for logistics movements and order/invoice processing) within the local systems used

• Inform distributors/customers and LSPs of planned inbound supply and instruct of stock shortages or stock-outs that will impact supply

• Generate/identify stock-at-risk due to shelf-life/saleable date expiration; manage any required product.

• Manage local processes and liaise with LSPs, GSK Regulatory and local authorities to manage logistics activities for HCP samples, Tender/ Drug listing samples etc

• Ensure visibility of inventory to Supply Chain throughout repacking/ Aggregation process

• Execute logistics activities in compliance with GSK Quality and EHS standards

• Provide Customer Support activities (where applicable) including order processing, responding to 1st trade  customer and complaints resolution

• Note: “1st trade customer” refers to the customer or partner who purchases the product from GSK, ie: distributors and wholesalers

• Sample management (HCP, donation, RA, medical and marketing)

• Drive continuous improvement of OTIF (on time in full) performance for the market

• Manage interactions with 1st trade customers in line with signed agreements and GSK’s terms and conditions.

• Proactive rationing of product where supply is constrained

• Proactive collaboration with all business teams to resolve customer service issues

• Oversight of ‘order to cash’ and invoicing processes with 1st trade customers, and relationship owner with aligned business service teams (where applicable)

• support daily inventory level/ or status report and sales report to Internal stakeholder

• update the price change in align with Finance and the commercial ( Including WS & BSC)

• Manage O2C 064, 010 control and ICFW as well as KPIS report

• Understand knowledge of supply chain – inbound/ outbound delivery, warehouse and logistics, distrubtuion requirement as well as demand/ supply process

• Monitor KPI trends and conduct interventions where performance is off track

• Manage local budget to understand Cost-To- Serve - local distribution, warehousing, redressing activities, outbound freight

Qualifications

• 4+ year of logistics / supply chain experience

• Pharmaceutical industry experience ( preferred if she/he was)

• O2C sales/ sample process knowledge learn new skills

• IT skills, particularly Microsoft Outlook, Word and Excel

• Fast, accurate data entry skills

• Able to work under own initiative, be proactive and work efficiently as part of a team

• Flexible, courteous, friendly and positive approach

• Discretion, confidentiality and professionalism at all times

*LI-GSK

Why GSK?

Uniting science, technology and talent to get ahead of disease together.

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. We prevent and treat disease with vaccines, specialty and general medicines. We focus on the science of the immune system and the use of new platform and data technologies, investing in four core therapeutic areas (infectious diseases, HIV, respiratory/ immunology and oncology).

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.

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