Senior Customer Engagement Coordinator

Main Responsibilities & Accountabilities:

Job Purpose

• Responsible for SC Customer Engagement of customers

• Works in close collaboration & complementary to Trade and Supply Chain Customer Engagement Coordinators

• Responsible for segmentation process in conjunction with Trade

• Drives SC collaboration strategy, joint scorecards & cost to serve improvements, coordinating all internal & external stakeholders

• Responsible for SC relationship for all customers concerning the O2S process

• 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

• Responsible for the SC relationship with customers:  

• • Differentiated Service Plans

  • Regular 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)

  • Accountable for any escalated issues & requests from customers to ensure they are resolved on timely basis

  • Perform root-cause analysis & continuous improvement

  • Clear & 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 elsewhere

  • Agree targets for value-creation & satisfaction

• Segmentation

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

• Simplification

• • Drive development & execution of simplification plans

  • Ensure simplification benefits are realizable & tracked 

• Collaboration

• • Drive ‘level-up’ SC customer collaboration activity within Service Plans. Including: Brilliant Basics, trade terms, surcharge model & tactical collaborative opportunities

  • Ensure 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 customer

  • Ensure product & price conditions in Sanofi & customer systems are aligned to prevent issues in the order management process

  • Review blocked orders for certain scenarios (i.e. trade terms compliance), with the customer. Make request to update &/or unblock them to Order Acceptance experts

  • Liaise with Customer Fulfilment Coordinator/s in case of urgent delivery issues

  • Point of contact for escalated Customer calls (for O2C matters)

  • Forward claims information to Claims Management experts for registering in CCM

  • Claims resolution communication to customer as per customer service plan

Skills/Expertise/Experience:

• Bachelor’s degree from an accredited college or university

• 5 Years of experience in wide range of Customer Fulfilment (incl. Customer Facing/Engagement) 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

• Demonstrated ability 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