Customer Service Administrator at GlaxoSmithKline (GSK)

Job description

Basic Qualifications

• Matric mandatory
• Tertiary Qualification
• Bcom or Supply Chain tertiary qualification

Work Experience

Between 1 -2 years of customer service experience working in a customer-facing supply-chain OR call Centre

Training

• ERP Knowledge, preferably JDE
• Advance Excel Skills
• Some knowledge on problem-solving techniques
• Some knowledge of process-flow mapping will be beneficial

Details

Preferred qualifications:

Job Purpose

• Customer Query resolution between external customers, Imperial and GSK account managers using the CRM tool. This will entail follow-up and resolution between GSK account Managers, Supply Chain teams and/or Imperial Logistics teams
• Managing the customer master (i.e. opening and amending customer details on a database, and ensuring all paperwork is in order). This will include managing and issuing out a weekly internal report
• Opening/Closing/Amending customer accounts
• Pricing support (i.e. managing customer pricing on the GSK systems for on-going and deals) –This is a support function to the current incumbent
• Depot Replenishment support (i.e. processing some replenishment orders) –This is a support function to the current incumbent
• Some basic business reporting (i.e. daily stock reports, and forecast vs actuals)

The person will not be required to supervise or manage anyone, but will be required to work with various stakeholders including some senior stakeholders.

Essential Job Responsibilities

• Customer Query resolution between external customers, Imperial and GSK account managers using the CRM tool. This will entail follow-up and resolution between GSK account Managers, Supply Chain teams and/or Imperial Logistics teams
• Managing the customer master (i.e. opening and amending customer details on a database, and ensuring all paperwork is in order). This will include managing and issuing out a weekly internal report
• Opening/Closing/Amending customer accounts
• Pricing support (i.e. managing customer pricing on the GSK systems for on-going and deals) –This is a support function to the current incumbent
• Depot Replenishment support (i.e. processing some replenishment orders) –This is a support function to the current incumbent
• Some basic business reporting (i.e. daily stock reports, and forecast vs actuals)

Key Performance Area

• Resolution and closure of CRM customer queries
• Weekly Maintenance of Customer Master
• Accurately maintain customer account information