Customer Service and Outbound Coordinator
Casablanca, CasablancaMaroc
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Job Purpose :

The purpose for which the job is reviewed is to work closely in a supportive function, to ensure smooth warehousing operations within 3PL and GSK Morocco warehouses and first trade customers in order to achieve world class Customer Service Level.

Responsibilities will include but not limited to inventory management at Warehouse and customer Level, orders & invoices processing, loading and managing distributions for all GSK morocco Customers.

The role includes close monitoring of sales performance and has high impact on business performance.

Key Responsibilities :

  • Follow up with Sales team to obtain orders from 1st trade customers and identify customer orders issues and gaps Vs Operational Forecasts confirmed by General Manager through SOP Process for for Rx, Cx, Vx.
  • Customer facing and complaints management regarding availability, transportation, shelf life prioritization and labelling progress in coordination with 3PL and LSPs and internal stakeholders (Quality, regulatory, procurement) for Rx, Cx, Vx.
  • Distribution Scheduling and Engagement with transporters to ensure outbound deliveries and shipments are scheduled without delay in compliance with customers’ requirements and maintain Control on all 3rd Party Vendors ABAC and Due Diligence.
  • Coordinate write-offs operations at 3PL level and follow up on stock at risk at distributor’s level with Commercial teams, financial teams, Internal & external quality teams and Regional HUBs.
  • Manage labelling of goods based on market requirements (Tender Vs Trade Vs Samples)
  • Ensure optimum level of coordination and efficiency in the Release of Inventory to the markets taking in consideration cost to serve initiatives and logistics and supply and demand KPIs
  • Handle distribution and warehousing invoices, 3PL invoice validation, ensure Proof of delivery are received and carried, close monitoring of costs to serve and reporting weekly / monthly KPIs for regional performance dashboards.
  • Manage MOH interactions regarding Deliveries issues, receiving at MOH level, shelf life, tenders labelling and any potential request from MOH in coordination with Tender manager and Pharmacists responsible.
  • Follow up on Temperature excursion and identify new levelers and new transportation solutions in coordination with quality, procurement and Local service providers.
  • 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.
  • Knowledge / Education / Previous Experience Required :

  • University Bachelor’s degree
  • Master’s Degree is an advantage
  • Area of Specialization : Supply Chain / Logistics / Operations / Customer Service
  • Minimum 3 years of experience
  • A strong working experience in the same role / scope is a must
  • Very good working knowledge and experience of Order Management, Logistics, Customer Service policies, processes, procedures & practices in GxP environment
  • Experience of working with and ideally managing the relationship with 3rd party logistics providers and direct costumers
  • Experience within a customer-facing team to provide excellent levels of Customer Service and customer focus
  • Experience in operating within a GxP environment and Environment, Health and Safety (EHS) requirements
  • Excellent written and verbal communications skills in English, and preferably fluency in one or more additional languages appropriate to the Region French, Arabic.
  • Preferable to have existing knowledge of market / regional logistics regulations and processes
  • Knowledge of Warehouse Management Systems and processes. IT tools (especially MS Excel) & corporate ERP systems (ideally SUN)
  • Ability to work with LSPs to deliver continuous improvement across the Supply Chain
  • High attention to detail in managing multiple documents
  • Excellent communication and interpersonal skills
  • Proven ability to work on multiple projects simultaneously with good analytical skills
  • Ability to think flexibly in order to meet constantly shifting priorities and timelines
  • Ability to work across boundaries with high level of discipline, commitment & accountability
  • Coordonnées :

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