**About the job** **Main Responsibilities & Accountabilities:** **Job Purpose** + Manage efficient and compliant Order to Cash (O2C/COMET) processes and customer-centric activities + Responsibilities include empowering teams to optimize daily operations such as Customer Fulfillment Support (S&OE process); SC Customer Engagement, Order to Serve processing contact center management, order, and claim reconciliation + Additionally, managing relationships with reverse O2C and logistics internal & external partners, ensuring proper customer crediting, and compliance with internal and SOX controls are key tasks + The focus is on optimizing stock processes, streamlining the S&OE process, and enhancing SC Customer Engagement to improve overall customer experience in the fulfilment process **Key Accountabilities** + **Order to Cash Process Activities** + Managing E2E order to serve processing COMET to ensure timely fulfilment and process adherence + Manage daily operations efficiently and effectively + Implementing lean principles to streamline order fulfilment processes and reduce lead times for OTIF improvement + Optimizing stock processes to minimize stockouts and excess inventory + Streamlining the Sales and Operations Execution (S&OE) process to enhance D2C and forecasting planning + Ensuring proper customer crediting in compliance with internal policies and SOX controls + Conducting regular audits of logistics operations to identify inefficiencies and areas for improvement + Developing contingency plans to mitigate risks such as supply chain disruptions or transportation delays + Implementing sustainability initiatives to reduce the environmental impact of logistics operations, such as optimizing packaging and transportation methods + Analyzing sell-in and sell-out data to understand market demand and adjust production and distribution accordingly. + Monitoring stock in trade levels to ensure optimal inventory management and minimize carrying costs + Analyzing SISO data to identify sales trends, market opportunities, and potential risks. + Continuously evaluating and adjusting SIT and SiSO strategies to meet changing market conditions and customer demands. + Defines backorders policy and prioritization decisions with trade + **Simplification** + Drive development & execution of simplification plans + Ensure simplification benefits are realizable & tracked + **Collaboration** + Engaging with key stakeholders to ensure alignment and collaboration across the organization. + Contributing to trade and pricing initiatives to optimize root-to-market strategies and distribution costs + Analyzing customer feedback and order data to identify opportunities for process improvement and enhance customer satisfaction + **Process Effectiveness & Analytics** + Monitor the E2E fulfilment process running a defined set of reports and analysis to detect issues/inefficiencies and drive continuous improvements + Implementing performance metrics and KPIs to track the effectiveness of customer fulfilment and logistics operations and drive continuous improvement efforts + Communicate root cause analysis of issues found + Executes additional process analysis when requested + Support local team with reporting & KPIs + Prepare/extract KPIs for fulfilment processes + Support month end closing to ensure all steps defined in the local policies are properly executed + SISO & SIT consolidation & analysis + Manage VMI customer analytics & replenishment (where relevant) + **Outsourced Activity Governance (where relevant)** + **Orchestration & governance of outsourced back-office activity** **About you** **Skills/Expertise/Experience:** + Bachelor’s degree from an accredited college or university + 3+ Years of experience in range of Customer Fulfilment (incl. Customer Facing) activities, ideally in Biopharma industry + English language fluency, and Local language **Preferred Skills/Expertise/Experience:** + Knowledge of upstream Biopharma processes + Strong understanding of downstream Biopharma processes and local trade environment + Understanding of how to effectively engage external customers + Understanding of Customer Experience principles + Understanding of cost to serve finances and the ability to drive/track Customer Fulfilment improvements + Excellent systems (SAP, CCM, MS Office) skills + Strong project management skills + Strong analytical skills + Skilled in scenario planning, risk/benefit analysis, contingency planning and problem solving + Strong willingness to drive change as well as good internal marketing and communication skills + Strong negotiation and communication skills + Demonstrated high standards of integrity, professionalism, and commitment + Ability to motivate and influence resources that do not report directly to incumbent + Strong team facilitation and relationship building skills + Demonstrated ability to anticipate future consequences of scenarios and identify mission critical issues **Functional Competency Requirements:** + S&OE process management - Advanced + Managing claims - Intermediate + Managing orders - Intermediate + Managing transactional & commercial customer data - Intermediate + Developing customer fulfilment strategies - Advanced + Managing export flows - Intermediate + Knowledge of Trade & Terms conditions - Advanced + Managing S&OP & IBP processes Intermediate + Managing carriers & 3PLs - Advanced + Managing master data - Intermediate + Customer Experience - Intermediate **Transversal Competency Requirements:** + Improving Transversal Collaboration - Advanced + Building Business Acumen - Advanced + Developing Situational Leadership Skills - Advanced + Improving Decision-Making - Advanced **Sanofi Values** + Act for patient + Be Bold + Aim Higher + Lead Together **Pursue progress, discover extraordinary** Better is out there. Better medications, better outcomes, better science. But progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let’s be those people. At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity. Watch our ALL IN video (https://www.youtube.com/watch?v=SkpDBZ-CJKw&t=67s) and check out our Diversity Equity and Inclusion actions at sanofi.com (https://www.sanofi.com/en/our-responsibility/equality-and-inclusiveness) ! **Pursue** **_progress_** **, discover** **_extraordinary_** Better is out there. Better medications, better outcomes, better science. But progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let’s be those people. At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, ability or gender identity. Watch our ALL IN video (https://www.youtube.com/watch?v=SkpDBZ-CJKw&t=67s) and check out our Diversity Equity and Inclusion actions at sanofi.com (https://www.sanofi.com/en/our-responsibility/equality-and-inclusiveness) ! Global Terms & Conditions and Data Privacy Statement (https://www.sanofi.com/en/careers/global-terms-and-conditions/) Sanofi is dedicated to supporting people through their health challenges. We are a global biopharmaceutical company focused on human health. We prevent illness with vaccines, provide innovative treatments to fight pain and ease suffering. We stand by the few who suffer from rare diseases and the millions with long-term chronic conditions. With more than 100,000 people in 100 countries, Sanofi is transforming scientific innovation into healthcare solutions around the globe. Discover more about us visiting www.sanofi.com or via our movie We are Sanofi (https://youtu.be/96EwNjb1TLo) As an organization, we change the practice of medicine; reinvent the way we work; and enable people to be their best versions in career and life. We are constantly moving and growing, making sure our people grow with us. Our working environment helps us build a dynamic and inclusive workplace operating on trust and respect and allows employees to live the life they want to live. All in for Diversity, Equity and Inclusion at Sanofi - YouTube (http://www.youtube.com/watch?v=SkpDBZ-CJKw&t=2s)