職位描述
CS & L EXECUTIVE
Key responsibilities:
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 returns to site.
Liaise between the multiple Supply Chain Planning teams (Regional, Local) and the LOC to consolidate and implement required actions on stock-at-risk, including implementation of write-off across required functions
Manage local processes and liaise with LSPs, GSK Regulatory and local authorities to manage logistics activities for Pack Changes, Discontinuations, first-time new product importation, free samples, clinical trial deliveries, Tender samples etc
Initiate internal processes to flag missing, out-of-spec, or damaged inbound stock and support through investigations with LSP/LOC/SCP
Liaise with central Move Product functions (e.g. Control Tower, site dispatch teams) to ensure complete documentation to support inbound flow of product
Coordination and execution of ad-hoc and/or regular subcontract packing, including re-work, conversion and combination of packs. Manage the scheduling of subcontract packing, the physical provision of required materials and communication back into Supply Chain/Commercial of product availability. Ensure visibility of inventory to Supply Chain throughout repacking process.
Execute logistics activities in compliance with GSK Quality and EHS standards
Customer Service
Support continuous improvement of OTIF (on time in full) performance for the market
Support rationing of product where supply is constrained
Collaborate with all business teams to resolve customer service issues
Provide Customer Support activities (where applicable) including order processing, responding to 1st trade customer and patient queries, stock return management and complaints resolution
Note: “1st trade customer” refers to the customer or partner who purchases the product from GSK, ie: distributors and wholesalers
Familiar with daily sales order entry for China Rx including all kinds of types of orders, i.e. normal order, sample order, goods return/recall/replacement.
Check all documents before key in goods return/recall/replacement, sample orders, and make sure each entry follows related SOP.
Be responsible the daily sales order entry and order operation for China Rx
Be responsible the daily sales for China Rx under HK’s sales order by total quantity consistent with Dummy record.
Perform order shipment requests to LSP and make sure delivered orders are correct with the instructions.
Be responsible for master file set up under China and HK area; including customer, products, warehouse, cost center, accounting code, etc. To ensure the business requirements from finance and business side can be meet.
3rd Party Management
Day-to-day issues resolution including stock reconciliation and system interface issues
Drive continuous improvement projects related to compliance, quality, cost and service
Capacity management of GSK product in supplier / distributor warehouses
Gemba of supplier / distributor facilities
Placement of service orders with LSPs according to relevant Grant of Authority (GOA)
Local Stock Management
‘First point of contact’ for communicating supply availability to Commercial (remark: in China Supply team is the customer interface to Commercial while CS&L will also feedback Commercial queries about short term product supply availability for both local and import product)
Collaboration with Supply Hub to share intelligence on local market requirements (eg: contractual stock levels), align on supply (eg: SCIM updates), and request expediting of shipments where necessary to meet critical patient demand
Monitoring of inbound shipments including tracking due and past-due shipments, progress through customs clearance and quality release etc
Processing write-offs and arranging secure physical destruction
Repacking
Adherence to Policy 404
Ensure that repacking operations are carried out in line with GSK Quality guidelines
Supplier Relationship Management (including performance management) with repacking supplier
Schedule and prioritise repacking activity and manage any backlog
Proactively notify supply hub on backlog status
Track and root cause late repacking completion and put in place mitigation plans
Procure and manage repacking materials (where applicable)
Channel Management
Complete and maintain segmentation of trade market into individual customer channels (where applicable)
Monitor channel inventory (beyond 1st trade customer) and understand trade inventory stocking policies and dynamics at second tier (where applicable)
Participate in initiatives to drive channel management maturity in own market, aligned with regional strategy (where applicable)
Core Commercial Cycle
Provide market intelligence at Pre-DRM Meetings, such as channel buying behaviours (where applicable)
Provide market intelligence as an input to sales history cleansing for statistical forecast models(where applicable)
Performance Management
Participate in local visual office / visual metrics aligned with the regional standard, and ensure appropriate escalations via lead/ cluster / regional performance management
Monitor KPI trends and conduct interventions where performance is off track
Ensure appropriate project governance is in place, including developing Tactical Implementation Plans (TIPs) and tracking milestone delivery
Financial Management
Validation of invoices against services provided and contractual rate cards
Identify and realise cost-to-serve savings
Drive Cost to Serve improvements
Safety, Quality, and Compliance
Enforce GSK quality, safety, ABAC and other relevant standards
Ensure adherence to global supply chain SOPs
Develop, implement, and continuously improve local SOPs
Conduct Level 1 audits of key local supply chain processes and support Level 2 / External Supply / CAG audits. Drive CAPAs owned by CS&L
Ensure appropriate risk management processes are in place and in use, including Business Continuity Plans, Distribution Risk Assessments, Risk Maps etc
Coordination of Recall logistics
Manage QRC reporting activities and reviews
Job Requirment:
1. Bachelor's degree, marjor in Chemistry or Medical is preferred.
2. CET-6, good English skill in both written and oral communication.
3. At least 5 years related working experience.
