Customer Service Advisor

Key responsibilities / Scope of Service.
1. Business partnering
• Support CSC Managers by acting as a business partner to local market stakeholders to drive delivery of business objectives and regional supply chain targets.
2. Supply situation monitoring and collaboration
• Work closely with the regional supply planning team to understand the supply position for the assigned market.
• Participate in regional supply chain issue-management meetings when required.
• Actively collaborate with Customer Service, CSC LOC, Supply and Demand Planning teams.
3. Demand monitoring and escalation
• Support the Demand Forecasting Manager by monitoring abnormal demand patterns.
• Provide relevant data to stakeholders to enable root-cause analysis and implementation of preventive actions.
4. Regulatory and quality reporting
• Support data reporting to Regulatory and Quality functions in accordance with requirements.
5. Performance reviews and issue resolution
• Attend regular performance meetings and support delivery of key metrics (service levels, claims, launches, discontinuations, network changes, continuous improvement initiatives).
• Raise and resolve performance issues as needed.
6. Change management support
• Support change management activities for portfolio changes, new product launches, discontinuations, list price changes, and divestments.
7. Continuous improvement
• Identify opportunities for improvement and lead projects to remove waste and process blockers.
8. Reporting and tools
• Prepare scheduled reporting for the CSC team (e.g., SOLS tool, rationing tool) and ensure timely distribution
9. Support distribution incidents management
• Raise and track GDIM records
10, Order processing, invoicing, and customer query management for assigned market.