About the job

Main Responsibilities & Accountabilities:

Job Purpose

Supports for Supply Chain Customer Engagement of customers in close collaboration with colleagues

Works in close collaboration & complementary to Trade and the Senior Customer Engagement Coordinators

Execute for segmentation actions in conjunction with Trade

Partake in SC collaboration strategy, joint scorecards & cost to serve improvements, coordinating internal & external stakeholders

Is a key enabler of building relationship for customers concerning the Order-to-serve processes

Proactively engages customers to deliver effective communication & continuous improvements

Liaises with Trade & O2S functions to drive service levels, optimal cost to serve & satisfaction of customers

Creates positive customer experience, providing added-value at every customer interaction

Key Accountabilities

Support the SC relationship building for selected customers:  

Differentiated Service PlansRegular SC Operational meetings (VIP Customers)Joint Scorecards (VIP Customers)Value-tracking (VIP Customers)Proactively inform the customer about the status of stock & O2S process (VIP & Priority Customers)Proactively act upon ‘Voice of the Customer’ data to drive Customer Satisfaction (VIP & Priority Customers)Supports for any escalated issues & requests from customers to ensure they are resolved on timely basisPerform root-cause analysis & continuous improvementClear & regular communications to internal/external stakeholders

Collaboration with Global Customer Fulfilment CoE:

Acts as local extension to Global Customer Fulfilment CoE, driving local execution of global strategy, providing coaching & support network to other SC Customer Engagement associates  Actively participants in Global Customer Fulfilment community, sharing local best practice & adopting best practice seen elsewhereAgree targets for value-creation & satisfaction

Segmentation

In collaboration with local Trade, support customer segmentation based on Global Customer Fulfilment CoE playbook

Simplification

Execution of simplification plans and tracking of these

Collaboration

Drive ‘level-up’ SC customer collaboration activity within Service Plans. Including: Brilliant Basics, trade terms, surcharge model & tactical collaborative opportunitiesEnsure that demonstrable value-tracking is in place

Customer Experience

Ensure regular ‘Voice of the Customer’ satisfaction measures are in place, both periodic i.e. VOLT/DELIGHT & real-time e.g. NPS/CSAT

Ensure action plans are in place to address satisfaction gaps & are well tracked

Drive Customer Ethnographer mindset (studying the customer, learning about their environment & overall experience)

Collaboration with O2C Transactional experts (or with local O2S Coordinator, where relevant):

Coordinate with Trade & Contract & Commercial conditions maintenance when there is new pricing or contract modifications &/or Customer master data requested by the customerEnsure product & price conditions in Sanofi & customer systems are aligned to prevent issues in the order management processReview blocked orders for certain scenarios (i.e. trade terms compliance), with the customer. Make request to update &/or unblock them to Order Acceptance expertsLiaise with Customer Fulfilment Coordinator/s in case of urgent delivery issuesPoint of contact for escalated Customer calls (for O2C matters)Forward claims information to Claims Management experts for registering in CCMClaims resolution communication to customer as per customer service plan

About you

 Skills/Expertise/Experience:

Bachelor’s degree from an accredited college or university

1-2 Years of experience in wide range of Customer Fulfilment, logistics (incl. Customer Facing/Engagement) activities, ideally in Biopharma industry is a plus

Preferred Skills/Expertise/Experience:

 

Knowledge of upstream Biopharma processes a plus

Strong understanding of downstream Biopharma processes and local trade environment

Understanding of or interest in Customer Experience principles

Understanding of cost to serve finances and the ability to drive/track Customer Fulfilment improvements

Experience in IT systems (SAP, CCM, MS Office)

Analytical skills

Experience in scenario planning, risk/benefit analysis, contingency planning and problem solving a plus

Willingness to drive change as well as good internal marketing and communication skills

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 - Basic

Managing claims - Intermediate

Managing orders - Intermediate

Managing transactional & commercial customer data - Intermediate

Developing customer fulfilment strategies - Advanced

Managing export flows - Basic

Knowledge of Trade & Terms conditions - Advanced

Managing S&OP & IBP processes - Basic

Managing carriers & 3PLs relationship - Basic

Managing master data - Intermediate

Customer Experience - Intermediate

Transversal Competency Requirements:

Improving Transversal Collaboration - Intermediate

Building Business Acumen - Basic

Developing Situational Leadership Skills - Basic

Improving Decision-Making - Intermediate

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 and check out our Diversity Equity and Inclusion actions at sanofi.com!

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 and check out our Diversity Equity and Inclusion actions at sanofi.com!