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
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
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!
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!