Sr Customer Fulfillment Coordinator

R2861995 Sr Customer Fulfillment Coordinator

Department: Strat Customer Relations & Business Supp

About the job

Join a global network that powers how Sanofi delivers — seamlessly, purposefully, and at scale. In Manufacturing & Supply, you’ll help reimagine how life-changing treatments reach people everywhere, faster. 

Job Purpose:

• Manage and oversee solutions for new business requests and opportunities related to Customer Fulfillment activities, as well as rapid resolution of internal issues and challenges that impact Customer Fulfillment or Engagement. 

• Responsible for developing and maintaining professional relationships with key internal stakeholders in US, Canada and Puerto Rico (collectively North America) for General Medicines, Specialty Care, and Vaccines.  

• Responsible for establishing and cultivating professional relationships with external stakeholders such as third-party logistic providers and vendors

• Support SC Customer Engagement team with transformation projects 

• Responsible for coordination & governance of applicable internal controls and documentation

About Sanofi

We’re an R&D-driven, AI-powered biopharma company committed to improving people’s lives and delivering compelling growth. Our deep understanding of the immune system – and innovative pipeline – enables us to invent medicines and vaccines that treat and protect millions of people around the world. Together, we chase the miracles of science to improve people’s lives. 

Main Responsibilities:

• Manage Relationship with Internal Business Units 

• Cultivate and sustain partnerships with internal business units, including i.O2C team, Wholesale Trade & Channel Management, Ci2C, Internal Controls, Finance and others. Serve as the primary point of contact regarding communication about strategic department or process changes.

• Conduct monthly or quarterly business reviews with brands and Global Business Units (GBUs), including focus on product launches, discontinuations, divestments and asset purchases. Prepare for these meetings by analysing relevant data and engaging with key stakeholders.

• Collaborate effectively with various business-focused Customer Fulfillment and Customer Engagement teams to promote best practices and facilitate knowledge sharing.

• Facilitate month-end order checkpoints with key stakeholders in the US and Canada to ensure timely shipments and accurate financial reporting. 

• Partner with business to address growth initiatives and critical issues, including supply failure reporting, ad hoc requests and shifting priorities. 

• In collaboration with relevant Customer Fulfillment and Customer Engagement managers, prepare and plan for key iO2C-related business partner meetings.

• Manage Relationship with External Vendors

• Attend monthly Management Business Reviews to review vendor metrics.

• Partner with distribution and logistics vendors to assess any gaps impacting service (i.e. UPS, DHL, etc.)

• Close collaboration with third-party vendors (i.e. Inmar, etc.) to identify opportunities for efficiencies and cost-savings.

• Customer Fulfilment Compliance Coordination

• Assist with internal and external audits of products and business processes involving Customer Fulfillment and i.O2C teams.

• Conduct an annual NOVA User Access Management Review to verify that iSHIFT access is active for all retained roles.

• Collaborate cross-functionally with Customer Fulfillment, Customer Engagement, Wholesale & Channel Management, Ci2C, Finance, and i.O2C teams to annually update SOX narratives and provide support for SOX controls and execution. 

• Oversee the implementation of all recommended changes to SOX key and non-key controls within Customer Fulfillment

• Partner with Customer Fulfillment to ensure that process documentation- including Standard Operating Procedures, Work Instructions, and Job Aids- is current and properly maintained.

• Develop corrective action plans as needed to address identified gaps.

• Support the execution of actual and mock recalls, ensuring compliance with regulatory standards and effective communication throughout the process. 

• Serve as Business Systems Owner (BOS) for Tracelink application to ensure compliance from digital access and operations perspective.

• Process Effectiveness & Documentation

• Enhance process efficiencies to improve collaboration with internal and external stakeholders, ensuring greater flexibility and adaptability to evolving business needs.

• Coordinate the annual review of Trade Terms to ensure that Returned Goods Policies and Terms & Sales Conditions are clear, accurate and strategically aligned.

• Collaborate with the Customer Engagement and i.O2C teams to enhance the New Customer Application form as the business evolves.

• Work with Wholesale Trade & Channel Management to update Authorized Distributor List on an annual and as needed basis. 

• Maintain the Sanofi US & CA Frequently Asked Questions (FAQ) webpages to ensure relevant information is available for customer and patients.

• Collaboration with SC Customer Engagement team

• Supports necessary SC customer collaborative activity driven by SC Customer Engagement

• Attends SC Operational meetings with VIP customers when necessary Collaborates with team on transformation projects and strategic initiatives 

• Partners with team on documentation, internal controls, escalations and issue resolution.

About you 

Skills/Expertise/Experience:

• Bachelor’s degree from an accredited college or university 

• 3-5 Years of experience in wide range of Customer Fulfilment activities, ideally in Biopharma industry

• English language fluency

Preferred Skills/Expertise/Experience:

• Knowledge of upstream Biopharma processes 

• Strong understanding of downstream Biopharma processes and local trade environment

• 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 – Basic

• Developing customer fulfilment strategies - Basic

• Knowledge of Trade & Terms conditions - Intermediate

• Knowledge of S&OP & IBP processes - Basic

• Managing relationship with carriers & 3PLs - Intermediate

• Customer Experience – Basic

• Managing internal controls = Master

• Managing departmental documentation – Master

Transversal Competency Requirements:

• Stretch Improving Transversal Collaboration - Intermediate

• Building Business Acumen - Intermediate

• Developing Situational Leadership Skills - Intermediate

• Improving Decision-Making - Intermediate

Why Choose Us?  

• Bring the miracles of science to life alongside a supportive, future-focused team. 

• Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally. 

• Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact. 

• Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs. 

This position is for a new vacant role that is now open for applications.​

All compensation will be determined commensurate with demonstrated experience. Employees may be eligible to participate in Company employee benefit programs, and additional benefits information can be found here.

Toute compensation sera déterminée en fonction de l'expérience démontrée. Les employés peuvent être admissibles à participer aux programmes d'avantages sociaux de l'entreprise. Des informations supplémentaires sur les avantages sociaux peuvent être trouvées ici.