Customer Service Process Specialist

GSK; Poznań; Hybrid; PLN 70,000 - 120,000; Full time

Benefits offered by this job

Annual bonus

Life insurance and pension plan

Private medical package

Sports cards (Multisport)

Hybrid work model

Job summary

GSK in Poland is seeking a Customer Service Process Specialist-2 on a fixed-term secondment until 31 May 2027. You will own and improve end-to-end customer service processes across order-to-invoice, master data, complaints and logistics interfaces, collaborating with local and regional teams to ensure high-quality, timely and compliant service.

This hybrid role requires initiative, simplification of processes and active stakeholder management, with growth opportunities and impact on patient

Qualifications

• Bachelor’s degree or equivalent professional experience.
• Minimum 3 years’ experience in customer service, supply chain or order-to-cash roles.
• Practical experience with master data, sales order processing and complaint handling.
• Strong communication skills in English; knowledge of Polish, Spanish, French, or German is an advantage.

Responsibilities

• Manage end-to-end customer service processes to support order fulfilment and meet agreed service levels.
• Maintain and govern customer, material and price master data to ensure accuracy and compliance.
• Handle customer queries, complaints and logistics issues, escalating where needed and ensuring timely resolutions.
• Support and drive process improvements and simplifications across the customer service lifecycle.
• Work with IT, logistics, quality and external partners to resolve system or supply chain interruptions.
• Prepare and share performance reports and contribute to business continuity planning.

Skills

Customer service

Master data

Order-to-cash

ERP/SAP experience

Process improvement

Education

Bachelor’s degree or equivalent

Tools

SAP

Job description

Fixed-Term/Secondment till 31.05.2027
We manufacture and supply reliable, high-quality medicines and vaccines to meet patients’ needs and drive our performance.
Our network of 37 medicines and vaccines manufacturing sites delivered 1.7 billion packs of medicines and 409 million vaccine doses in 2024 to help make a positive impact on the health of millions of people. Our supply chain is not just core to our operations; it’s vital to bringing our innovations to patients as quickly, efficiently and effectively as possible. Technology is transforming how we manufacture medicines and vaccines, enabling us to increase the speed, quality and scale of product supply.
We need the very best minds and capability to help us on our journey to make more complex products, harnessing the power of smart manufacturing technologies including robotics, digital solutions and artificial intelligence to deliver for patients.

You will join GSK on a secondment as a Customer Service Process Specialist‑2 in Poland. You will own and improve customer service processes across order-to-invoice, master data, complaints, and logistics interfaces. You will work with local and regional colleagues, partners and systems teams to make sure customers get high quality, timely and compliant service. We value people who take initiative, simplify ways of working, and learn from others. This role offers clear growth, visible impact on patient access, and the chance to contribute to GSK’s mission of uniting science, technology and talent to get ahead of disease together.

Key Requirements:

• Manage end-to-end customer service processes to support order fulfilment and meet agreed service levels.

• Maintain and govern customer, material and price master data to ensure accuracy and compliance.

• Handle customer queries, complaints and logistics issues, escalating where needed and ensuring timely resolutions.

• Support and drive process improvements and simplifications across the customer service lifecycle.

• Work with IT, logistics, quality and external partners to resolve system or supply chain interruptions.

• Prepare and share performance reports and contribute to business continuity planning.

Why You?

Basic Qualification:

• Bachelor’s degree or equivalent professional experience.

• Minimum 3 years’ experience in customer service, supply chain or order-to-cash roles.

• Practical experience with master data, sales order processing and complaint handling.

• Good experience with SAP or comparable ERP systems.

• Strong communication skills in English; knowledge of Polish, Spanish, French, or German is an advantage.

• Demonstrable continuous improvement mindset and attention to detail.

Preferred Qualification:

• Experience within the pharmaceutical or healthcare sector.

• Knowledge of Good Distribution Practice (GDP) or quality complaint handling.

• Experience with reporting tools (MS Office, including advanced Excel, Power BI, or similar).

• Previous exposure to process governance or change control environments.

• Experience working in a hub or shared services model, supporting multiple markets.

Working model:

This role is hybrid. You will be expected to work from our Poland office regularly and be available for in-person collaboration.

Why GSK?

• 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).

• 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 (mentoring, online training’ platforms: Pluralsight, Business Skills, Harvard Manage Mentor, Skillsoft and external training).

• Extensive support of work life balance (flexible working solutions, short Fridays option, health & well-being activities).

• Supportive community and integration events.

• Modern office with creative rooms, fresh fruits everyday.

• Free car and bike parking, locker rooms and showers.

Skills

Adaptive Communication, Complaint Management, Data to Insights, Digital Fluency, Policy Compliance, Problem Solving, Scientific Literacy

Polish Salary Range / Polski przedział wynagrodzenia: PLN 113,250 to PLN 188,750The annual gross base salary range for new hires in this position is listed above for each applicable location. These ranges take into account a number of factors including the candidate’s skills, experience, education level and the market rate for the role. In addition, this position may offer an annual bonus and eligibility to participate in our share based long term incentive program which is dependent on the level of the role. More detailed information on the total benefits package will be supplied during the recruitment process. This role is available for applicants from multiple locations, and therefore salary ranges for certain locations are also shown. Salary ranges for other locations are shown because some markets have pay transparency laws that require salary information on job postings, and those locations are potential job sites for this role. If salary ranges are not displayed in the job posting for a specific location or country, the relevant compensation will be discussed during the recruitment process. Please note salaries vary by country based on the candidate’s skills, experience, education level and the market rate for the role. Offers are typically made within the advertised range based on the candidate’s skills, experience and qualifications, with the upper end generally reserved for highly experienced candidates or other exceptional circumstances aligned with these criteria.Roczny przedział wynagrodzenia zasadniczego brutto dla nowo zatrudnionych osób na tym stanowisku został wskazany powyżej dla każdej właściwej lokalizacji. Przedziały te uwzględniają szereg czynników, w tym umiejętności kandydata, doświadczenie, poziom wykształcenia oraz rynkowy poziom wynagrodzenia dla tego stanowiska W zależności od stanowiska i obowiązujących polityk wewnętrznych, rola ta może również uprawniać do otrzymania premii (jeśli ma zastosowanie i jest przyznawana na podstawie określonych, obiektywnych kryteriów) oraz/lub nagród za wyjątkowe wyniki (przyznawanych według uznania pracodawcy). Wszystkie świadczenia ustawowe będą zapewnione zgodnie z przepisami prawa polskiego. Mogą być także oferowane dodatkowe benefity, takie jak prywatna opieka medyczna, dodatkowe płatne dni wolne, ubezpieczenie na życie, prywatny plan emerytalny oraz w pełni płatny urlop rodzicielski i urlop na opiekę nad członkiem rodziny. Bardziej szczegółowe informacje na temat całkowitego pakietu wynagrodzenia i świadczeń przypisanego do tego stanowiska zostaną przekazane podczas procesu rekrutacyjnego. Przedziały wynagrodzenia dla innych krajów mogą być również widoczne, ponieważ na niektórych rynkach obowiązują przepisy dotyczące jawności wynagrodzeń, które wymagają zamieszczania takich informacji w ogłoszeniach o pracę, a wskazane lokalizacje mogą stanowić potencjalne miejsce wykonywania tej roli. Jeśli przedział wynagrodzenia nie jest podany w ogłoszeniu dla konkretnej lokalizacji lub kraju, odpowiednie informacje o wynagrodzeniu zostaną omówione w trakcie procesu rekrutacyjnego. Prosimy pamiętać, że poziom wynagrodzenia różni się w zależności od kraju i jest ustalany na podstawie umiejętności, doświadczenia, poziomu wykształcenia oraz rynkowego poziomu wynagrodzenia dla danego stanowiska. Oferty są zazwyczaj przedstawiane w granicach wskazanego przedziału, z uwzględnieniem umiejętności, doświadczenia i kwalifikacji kandydata, przy czym górna granica jest zwykle zarezerwowana dla kandydatów o bardzo dużym doświadczeniu lub w innych wyjątkowych okolicznościach zgodnych z tymi kryteriami.

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 [e-mail] to discuss your needs.

#LI-GSK #LI-Hybrid

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Why GSK?

Uniting science, technology and talent to get ahead of disease together.