Customer Services Process and System Integration Engineer
Contract until December 2021
Reading
Up to £350 per day via umbrella
JOB PURPOSE
- Implementation and execution of Supply Chain Transformation Project - design, implementation and execution of customer supply chain processes and ways of working, as well as Systems and Tools in order to ensure flawless implementation of the project, enhance patient/ consumer satisfaction and drive supply chain efficiencies
- Identify new ways to drive performance for CHC distribution models, perform supply and demand analysis at Wholesaler/ Agent and Customer level in order to ensure adequate supply to the patient/ consumer.
- Drive Supply Chain performance by designing and implementing appropriate KPIs
ACCOUNTABILITIES
Customer Services Processes & Systems
- Design, Implement and Document the end to end Customer Services and Customer Supply Chain processes related to the new Distribution model and its Route to Market changes
- Design, Implement and Improve Supply Chain processes such as: Order to Delivery, Contact/ Customer Query Management, Return Management, Customer Supply Chain Processes and Policies.
- Migrate and adapt current reporting and processes from existing systems and tools to potentially new ones - SAP, Claim/ Rebate and Allocation Management Systems, QlikSense and other BI tools
- Work cross-functionally with internal and external stakeholders to ensure flawless execution of the project
Monitoring of customer demand patterns
- Monitor trade customer demand and take action where abnormal demand patterns threaten continuity of patient supply
- Perform detailed analysis of trade flows (including IMS, sold data and pharmacy sampling reports) and prepare monthly reports on trade impact and make proposals to improve adherence to Internal Policies
Compliance
Ensure full compliance with regulations and corporate procedures, in particular:
- a) Competition law
- b) Good Distribution Practice
- c) Sales In Sales Out (SISO) policy
- d) Local commercial policy
- e) GPS demand to cash guidelines and policies
Professional skills & Knowledge
- Excellent analytical skills, able to analyse different data sets and identify demand trends. Able to develop, understand and act on business KPI's
- Willing to go above and beyond in order to deliver excellent service to the customers
- Strong in developing processes and system as well as using ERP, Business Intelligence tools and Microsoft Office.
- Proven ability to co-operate transversally outside divisional boundaries to ensure the customer experience is maximised
- Team player with self-drive, willing to be hands on and add value in a dynamic and changing organization
Work Experience
- Excellent knowledge of Order to Delivery, Reverse Logistic, Credit and Pricing processes and dynamics in similar industry and distribution model
- Knowledge of Consumer Healthcare/ FMCG Industry
- Knowledge and Proven track record of process improvement related to Order to Delivery, Inventory, Outbound Supply, Returns and Contact Management
