Bachelors Degree or Equivalent Experience
2 years of customer service experience
Excellent verbal and written communication skills.
Excellent analytical skills, including the ability to interpret and make decisions based on facts and data.
Understanding of CPFR/Customer Service replenishment and service concepts
Proficiency in Word, Excel, PowerPoint, SAP, BlueSky, EDI, JDA and COGNOS
Strong attention to detail.
Some travel required
Strong presentation skills
Pharmaceutical Industry Experience
The Customer Service Systems and Reporting Analyst is responsible to support all processes for the Customer Service / CPFR Departments that relate to the integrity and enhancement of GSKCH's Order Processing systems, Customer Master data, pricing/promotion files, and reporting requirements. This role is critical in the development of new conceptual reporting to assist CPFR Replenishment activities and the Customer Inventory Allocation process.
Coordinate and supervise any Customer Service / CPFR system enhancements with customer and IT. Align with internal/external customers to ensure all Department system changes comply with audit requirements, are thoroughly tested, are within budget, and are well communicated to all affected parties. Train and council associates as needed.
Oversee the on-going data integrity of GSKCHUS's Customer Master Data, Pricing/Promotion Files and Order Processing Systems (JDA, EDI, and SAP in the future). Ensure timely system updates to coincide with on-going business requirements.
Maintain the Change Control forms within Pandora for all IT related Department activity.
Develop, maintain and publish CPFR/Customer Service Reports that measure key business drivers. Develop reports that standardize the tracking and measurement of department PDP objectives.
Calculates product allocations based on customer in-stock levels, customer weeks of supply & percentage control of sales during stock constraints. Maintains the Allocation Database.
Facilitate and deliver process improvement projects.
Support Customer Service Compliance Analyst with the on boarding to ensure new associates haves appropriate system security and accesses.
Support the integration of new systems into the Department.
Support system relationships with Third Party vendors such as Advantage Sales and Marketing, CIS, Genco and Red Prairie.
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