Job Description

About the job

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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)

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Orchestration & governance of outsourced back-office activity

About you

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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

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