Summer Intern/Trade Customer Operations

Department Description:

US Market Access Department; Trade Operations & Systems; Acts as the front line contact center support for direct purchasing customers, including managing customer orders, queries/complaints, sales adjustments, returns and deductions, coordinate order schedules & monitor order/inventory holds across channels.

Job Description:

• Maintain advanced organizational skills, a high level of self-motivation, ability to work independently/efficiently in a high-pressure environment, and a proven ability to manage multiple, competing, priorities through to completion.
• Proven ability to forge strong relationships with customers and GSK personnel at all levels. Works effectively and collaboratively with all team members and cross functional work streams.
• Possess strong communication skills including the ability to keep others informed, listen for understanding, effective presentation skills and concise writing ability.
• Develop and maintain an in-depth knowledge of GSK’s product line, pricing structures, and the various channel strategies. Monitor and manage returns, recalls and customer claims and deductions related to returns.
• Develop and maintain an in-depth knowledge of the various customer segments and their business operations including associated GSK agreements (i.e. Fee for Service, etc.) to enhance business relations
• Develop and maintain an in-depth knowledge of GSK systems and infrastructure supporting service operations to effectively address customer inquiries or issues (SAP, Returns vendor portal, ECS, RMS, etc.).
• Responsible for accurate and timely processing of returns, recalls, and deductions to ensure compliance and cycle time goals are met.
• Responsible for resolving customer shipment, billing, and credit disputes by authorizing or denying credit issuance, extended dating, or product replacement using sound business judgment and knowledge of policies/procedures.
• Influence and negotiate mutually acceptable agreements/outcomes with internal and external customers to meet common business goals and objectives while upholding compliance requirements.
• Responsible for proactively monitoring and identify customer and returns vendor trends, effectively analyze problems, recommend, and implement strategic solutions.
• Develop, redesign and/or manage processes to ensure efficiency, deliver optimal outputs, control operational impact, and minimize risk.
• Responsible for creating/maintaining process documentation to ensure relevance, compliance, and effective knowledge management (Standard Operating Procedures, Processing Mapping, etc.).
• Implement new or enhance existing service strategies to increase the quality of the service experience for our customers.
• Lead or participate in departmental projects where there is alignment with Trade Operations. Responsible for representing departmental and customer perspectives.  Keep leadership informed of progress and potential operational, budgetary or resource impacts.
• Provide business perspective to support system, policy and process changes (including business requirements, testing, voice of customer and stakeholders).

Minimum Qualifications:

• Pursuing a BA/BS in a Business-related field.
• Independent decision-making based on policy and processes.
• Learning agility
• Proactive identification of process improvement opportunities and effective implementation of solutions.
• Compliance focused
• Strong organizational skills and ability to multi-task in a fast-paced environment.
• Demonstrated critical thinking skills
• Strong Communication skills (written and verbal). Maintains high standard in all forms of communication, including email. Can prepare and present information for a diverse audience including customers, management, and outside vendors.
• Reporting and analytical skills
• Must be able to work full-time (35-40 hours/week) throughout the 12-week internship (May- July/August 2024).
• Must have an active student status and/or within 12 months post-graduation from a BS or MS degree program. Post-doctoral candidates are not eligible.

Preferred Qualifications:

• Demonstrated proficiency with GSK business software applications (i.e. Salesforce, SAP) including advanced knowledge of Microsoft Office suite.
• Proficiency with standard business intelligence tools and reporting software (ex. Power BI).

Benefits:

• While GSK embraces a flexible work environment, we do require certain positions to be onsite. Candidates who are hired for an on-site role or hybrid role, and reside outside of 50-miles from their assigned work location, are eligible for relocation stipend. This is a one-time payment to help offset housing & relocation expenses. Please refer to the position details for the requirements of each position. 
• GSK Interns and Co-ops are offered a competitive hourly pay rate and benefits. Please note, benefits eligibility determined the month following date of hire.

Interested in learning more? Register now on our digital learning platform (GSK Get Ahead - Connectr) where you can access interview and assessment hints and tips, speak to a mentor and learn more about life at GSK.

Eligibility Requirements:

• Must successfully pass a drug screen and background check prior to assignment target start date.  
• If your skillsets are a match for this role, you will be contacted by our recruitment team with next steps to complete our internal World of GSK Assessment.
  • Please note, you must receive a passing score to move forward in the interview process. Once your assessment is complete, a recruiter will review your results and be in touch with next steps.