Customer Service and Logistics Manager
Stiefel Laboratories, Inc
Taiwan, Taiwan

Your Responsibilities : Job Purpose :

Job Purpose :

The CS&L Manager develops, conducts and improves the Customer Service and Logistics processes for the supply of products inbound to the LOC 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 the management of external customer relationships with first trade customers and, in some businesses, will extend to developing collaborative relationships with individual wholesalers and retailers.

The CS&L Manager manages the supplier relationships with the local Customs Clearance LSP(s) and Repacker(s).

The CS&L Manager will initiate and support a number of exceptional’ processes to manage supply chain events and changes, such as supplying batch-

level data to support stock-at-risk identification and physical destruction of product following write-off.

Key Responsibilities :

  • Manage outbound Customer Service and order management to first trade customer including order placement, invoicing, and customer complaints processes
  • Primary point of contact to Commercial / customers / distributors / LSPs for current inventory availability, physical inventory / batch status, and reconciliation discrepancies
  • Ensure the integrity of Material Master and Customer data (for logistics movements and order / invoice processing) within the local systems used
  • Inform Commercial / distributors / customers and LSPs of planned inbound supply and instruct of stock shortages or stock-outs that will impact supply
  • Where required support the generation / identification of stock-at-risk due to shelf-life / saleable date expiration, including collation of batch level data;
  • manage any required product returns to site.

  • Liaise with the RSDH Supply Chain Planning team 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. Logistic Control Centers, (LCC), 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
  • Basic qualifications : Customer Service

    Financial Management

    Safety, Quality, and Compliance

    Preferred qualifications :

    8 years above solid Customer Service and Logistics experience.

    Why GSK? :

    At GSK, our mission is to improve the quality of human life by enabling people to do more, feel better and live longer. Our three world-

    leading businesses research and deliver innovative medicines, vaccines and consumer healthcare products. We need a talented and motivated workforce to deliver against our strategy.

    To achieve this, we strive to attract the best people and to create an environment that empowers and inspires.

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