Posted Date: Apr 3 2025
Customer Service Manager (Spain and Portugal)
Responsibilities:
Providing an excellent level of customer service for GSK 1st trade customers (wholesalers, pharmacies, hospitals, medical entities)
Managing and supervising processes like customer master data, sales order processing, queries and complaints management
Managing a team and stakeholders
Collaborating closely with Local Customer Supply Chain organization, ensuring the agreed SLA is met
Acting as a line manager for the Spanish and Portuguese customer service teams.
Ensuring that activities and processes are carried out in accordance with applicable procedures
Proactively seeking and share best practices across the HUB and LOC
Reporting suspected adverse events, quality complaints or other events related to product safety
Ensuring operational cooperation with external partners (Warehouse, distribution and others)
Cooperation with the Local Quality Department
Updating BCPs (Business Continuity Plans) and supervising its application in the team, if necessary
Managing archiving documentation related to CS processes in accordance with applicable procedures
Ensuring relevant trainings are assigned to the team as per the guidance from the LOC quality and LOC Customer Supply Chain
Carrying out tasks in the area of Good Distribution Practice
Reporting cases of deviations in the area of Good Distribution Practice to the Responsible Person
Accepting quality and logistic complaints from customers
Forwarding information on quality and logistic complaints to the Responsible Person
Participating in the process of suspending and withdrawing products from the market
Developing procedures and instructions in the field of Good Distribution Practice,
Assisting internal audits
Requirements:
Experience in customer service and in other parts of supply chain
Experience in team management and stakeholders management
Excellent communication skills
English proficiency both in speaking and writing
Knowledge of Spanish is advantageous
Analytical and problem solving skills
Very good level of MS Office (Word, Excel, Power Point)
SAP knowledge (Sales & Distribution module)
Why GSK?
At GSK we offer a wide range of additional benefits:
Career at one of the leading global healthcare companies
Contract of employment
Attractive reward package (annual bonus & awards for outstanding performance, recognition awards for additional achievements and engagement, holiday benefit)
Hybrid working model (where GSK site are in Poland)
Extensive support of work life balance (flexible working solutions, min. 2-3 days/week working form the office, short Fridays option, health & well-being activities)
Life insurance and pension plan
Private medical package with additional preventive healthcare services for employees and their eligible
Sports cards (Multisport)
Possibilities of development within the role and company’s structure
Personalized learning approach (internal trainings, mentoring, access to online training’ platforms: Keep Growing Campus, LinkedIn Learning, Business Skills, Harvard Manage Mentor, Skillsoft and external training)
Supportive community and integration events
Modern office with creative rooms, fresh fruits every day
Inclusion at GSK:
As an Inclusive employer, we encourage you to reach out if you need any adjustments during the recruitment process. Please contact our Recruitment Team at pl.recruitment-adjustments@gsk.com to discuss your needs.
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Why GSK?
Uniting science, technology and talent to get ahead of disease together.
GSK is a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together – so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns – as an organisation where people can thrive. We prevent and treat disease with vaccines, specialty and general medicines. We focus on the science of the immune system and the use of new platform and data technologies, investing in four core therapeutic areas (infectious diseases, HIV, respiratory/ immunology and oncology).
Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it’s also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves – feeling welcome, valued, and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.
GSK is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class.
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