Manager, US Customer Service Operations and Compliance
Warren , New Jersey
February 24, 2017
Basic qualifications:
• Bachelors Degree (Business Management, Logistics, or Supply Chain Systems (SAP))
• 5+ years of Customer Supply Chain, Compliance and Systems leadership experience
• Strong knowledge base in order entry and reporting systems. Direct experience required (SAP).
• Excellent analytical skills (i.e., statistics, trend analyses, scenario evaluations, cost benefit analysis).
• Strong interpersonal/mentoring skills.
• Direct experience working with supply chain systems and ad-hoc software a plus. (SAP)
• Demonstrated negotiation/facilitation/project management skills
• Experience working with Budgets and P&L activity
• Some travel required

Preferred qualifications:
• Masters Degree (Business Management, Supply Chain Systems, Lean Sigma/ADP)
• Operational Excellence Green Belt or Accelerating Delivery Performance Leader

Manage all order to cash processes, systems and reports for Customer Service / CPFR Departments that relate to Quality, Compliance, Audits and Business Continuity; including order processing, customer master data and tools to support Big Data analysis. Lead team in the execution of agreed upon customer supply chain and logistics strategic plans.

Key Responsibilities:
• Manage an environment of compliance, ensuring that procedures and processes are in place that ensures a high level of compliance with internal GSK requirements, external regulatory requirements and customer compliance programs such as WERCS. Raise Customer Service financial risks to the North American Quality Council.
• Maintain and manage the Third Party Customer Service Statement of Work and CPFR/Customer Service centralized budget activity.
• Align Customer Service systems and reports to the agreed upon customer supply chain strategies
• Ensure integrity of relevant order processing system (Commercial Enterprise Resource Planning Solutions - CERPS) information; including customer item Maps, Customer Master File and Promotional Data.
• Engage Team Leaders to ensure all customer scorecard and logistic plans are executed to deliver GSK and Customer KPI's.
• Integrate the agreed upon Supply Chain Strategies into the daily order processing activities. Champion Team Leaders to ensure orders for all customers are processed.
• Champion Department Accelerating Delivery Performance (ADP) projects as needed.
• Oversee the inventory allocation process in conjunction with the Customer Supply Chain Team Leaders. Maintain the integrity of the allocation database.
• Support the Sale Team with supply related information and direction and facilitate supply chain meetings with customers as required.
• Support and facilitate personnel development to meet career aspirations; including coaching, PDP discussions, and talent reviews. Determine salary and bonus levels through review process. Hire and promote highly talented associates and terminate as needed.


Contact information:

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