Customer Care & Distribution Lead

Job title: Customer Care & Distribution Lead
Reports to:  Supply Chain Head

Department: Supply Chain
Job Location: Tuzla Distribution Center, Logipark Tuzla, Istanbul (100% onsite)

About the job:

We deliver 4.3 billion healthcare solutions to people every year, thanks to the flawless planning and meticulous eye for detail of our Manufacturing & Supply teams. With your talent and ambition, we can do even more to protect people from infectious diseases and bring hope to patients and their families. Your job, as Customer Care & Distribution Lead within our Supply Chain will be lead and manage all Distribution related processes while ensuring strong operational execution, follow-up, and actions with the 3PL, transportation companies, value-added service providers.

At Sanofi Consumer Healthcare, we build trusted and loved brands that connect with hundreds of millions of consumers worldwide. Our mission is to enable better self-care for individuals and communities, while also contributing to a healthier planet. We strive to act as a force for good by integrating sustainability along our business and employees’ mission and operate responsibly from both a social and environmental point of view. To achieve this, we need people who can shape the future of our business and help us on our journey to becoming the best fast-moving consumer healthcare company in and for the world.

Job Purpose

• To lead and manage all Distribution related processes while ensuring strong operational execution, follow-up, and actions with the 3PL, Transportation companies, value-added service providers.
• To lead and manage all Customer Care and Import operations thereby ensuring best in class customer service to Wholesalers and Customers.
• Strong follow-up on cost optimization and coming up with actions to minimize spend.
• Customer Returns, complaints & claims management.
• Monthly SISO reconciliation, execution, and follow-up with stakeholders for proper closure.
• Ensure compliance and execution of internal control processes and present them to the management and audit teams.
• Self-assess risk for the domain of responsibility and highlight risks to the direct manager in a timely manner.
• Lead and execute process improvement initiatives and represent Turkey Customer Care & Distribution in the Zone and Regional forums.

Main Responsibilities:

• To ensure excellence in operational execution by closely coordinating with the 3PL for all warehousing and distribution activities to get the products ready and delivered to the customers while operating at optimal costs.
• Key 3PL management tasks: In/out monitoring & reconciliations, invoices/bills reviews / payments follow-up. Monthly management and performance meeting, issuing monthly performance reports, daily order receipt vs dispatch report, order tracking shipment tracking…
• Fully own the customer care activities. Ensure proper execution of customer orders management, operations and logistics services coordination in handling and prioritizing the day-to-day operations of Order to Serve Process until ship out to ensure markets expected monthly sales in are fulfilled.
•  Returns, complaints, and claims are properly executed and well documented. Legal and company regulations are properly followed during the destruction of expired or damaged stocks
• Ensuring no miss or delays in importation, take timely actions in case of issues at customs, ministries, and export platform. Ensuring documentations checks are properly conducted.
• Publish, Monitor and Track operations KPIs (Fill Rate, OTIF, Loss Tree, Imports performance, 3PL performance, DC capacity utilization, distribution costs and freight costs evolution, truck occupancy rate…) and identify gaps RCA (Root Cause Analysis) and develop resolution CAPA (Corrective and Preventive Actions).
• Lead the monthly performance review with the 3PL and share actions plans and opportunities for improvement with the 3PL partner.
• Closely coordinate with Local plants, Customs agents (for import product arrivals) , 3PL to ensure timely arrivals of stocks in the DC.
• Closely track distribution and freight activities and their costs. Come up with initiatives that optimize costs and improve processes / ways of working.
• Ensure MOH system is fed with the stocks inventory information and supply plans.
• Month and Year end physical inventory stock count, gap analysis, reporting, action plan and follow-ups.
• Internal control Audit review preparation, follow-up, and action plan.
• Represent Turkey Customer Care in the zone and regional forums. Learn and deploy best practices / projects from own / other markets thereby building a culture of continuous improvement. Develop and maintain system and processes improvements and benchmark with zone and region SC best practices.
• Close follow up with 3rd party suppliers to source packing materials related to distribution of goods.
• Close follow up with 3PL (3rd party supplier) on serialization, aggregation management, and any promotional activities planned by the commercial team.
• Maintain internal or external support in case of extraordinary situations.
• Achieve customer care objectives by providing relevant information on time, weekly updates and coordinating with the relevant action owner to resolve orders processing blockers and ship out challenges.
• Ensure continuous performance improvement and compliance in sales activities as per corporate rules and guidelines.
• Identify, recommend, and implement processes improvement and change needed to ensure an optimal level of customer services adhering to Demand to Cash and compliance procedures and aiming to customer care excellence.
• Collaborate proactively and meet with customers, solicit feedback & secure an open communication flow to understand their challenges and required deliverables and thereby explore best possible solutions for enhancing customer satisfaction.
• Liaise closely with IBP /3PL / Sales to align on the End-to-End SC activities
• Coordinate and follow up for the return process, controlling the stock movements, and preparing monthly reports.
• Review and execute logistics and SC Customer Complaints process and ensure proper implementation and follow up.
• Track and resolve challenges in the e-invoicing system, providing e-invoicing requests from customers, and reporting at the end of each month.
• Other Ad hoc projects & tasks related to your domain assigned by the manager.
• Monitoring and reporting of returns with Root Cause Analysis and actions for optimization Investigating customer complaints and inquiries and ensuring a corrective action is taken to resolve issues and that recurrences are prevented.
• Mirror all initiatives lead by centre of excellence or shared by other markets for continuous improvement.
• Manage the customer master data creation and updates.
• Ensure the right products are delivered to the right location on time and at an optimal cost.
• To take preventive actions in order to make products ready to sale by working in coordination with sales and logistic departments.
• Check and ensure the reliability of the stock and activity reports received from the 3PL. Timely highlight issues if any and follow-up on issues resolution in case of any discrepancies.
• Analyzing logistical problems and coming up with resolution and action plans
• Involve in vendor selection process and ensure selection of suitable vendors for material supplies, transportation services.
• To assure performance of the processes related to Turkish MoH Drug Track & Trace System
• Monthly SISO reconciliation, execution and follow-up with Sales team to close the gaps.
• Lead the monthly SISO governance meeting with Turkey Leadership and Sales Team.
• To check and approve investigation reports in case of deviations.
• To participate recall operations in coordination with other related Departments.

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People Leadership:

• Manages performance of the team through setting and reviewing priorities.Provides appropriate and timely feedback about performance and coaches team to help them achieve their goals.
• Supports the professional and career development of the team by identifying the skills and competencies that employees need for their current and prospective roles and provide opportunities to learn and practice new skills.
• Leads the building of a motivated and engaged team using formal and informal recognition, regular communications and the encouragement of cooperation between individuals and teams.

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Maintain Compliance:

• Abide by the requirements of the Code of Ethics including but not restricted to maintaining high professional standards of conduct in line with the Company procedure with a duty of care to the reputation of the Company.

Ethical Leadership:

• Takes personal accountability to use personal experience and knowledge, as well as the training and tools provided by Sanofi, to maintain a good knowledge and understanding of all ethics and governance relevant to the role (Sanofi Policies and Procedures and any relevant legal requirements) and demonstrate personal leadership in applying these to all work undertaken.
• Escalates any decisions or seek the support of colleagues or management if personal knowledge and understanding is not at the level required to carry out any part of the role.

Environmental and Safety Leadership

• To care for his/her own safety and wellbeing and the safety of others, and to co-operate with the company to ensure a safe place of work.To comply with Occupational Health, Safety and Environment (HSE) related processes and procedures, provide his/her team (if has) complying to these issues and audit them. Employees are therefore expected to:
• Support and conform to Company safety rules and procedures to ensure a safe and healthy working environment
• Report any accident, incident or near miss, whether it be of personal injury or property damage
• Assist in the investigation of accidents with the objective of introducing measures to prevent recurrence
• Thoroughly read all safety documentation issues by the Company and comply with its requirements. Escalate any doubts or uncertainties to their manager.

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Key working relationships:

Internal

Cross Functional Collaboration with:

• Sales & Commercial Organization
• Local & Foreign Production Sites
• Export Customer Service platform
• Local Supply Chain team
• Zone and Regional Supply Chain teams.
• Finance
• Quality
• ITS

Occasional Contact with:

• Procurement
• HR

External

• 3rd Party Logistic Service Provider (3PL)
• Transportation Companies
• Customs broker and Customs warehouse

About you

• University graduate in Business Administration, Finance, Economics or Engineering.
• 8-10 years of experience which includes managing a Distribution center, directly dealing with 3PLs and transporter, and directly managed customers in Pharmaceutical and/or Consumer Goods Industry.
• Experience as a team manager.
• GMP and GDP regulations knowledge.
• Turkish – Full professional proficiency.
• English – Full professional proficiency.
• Strong communication, presentation and leadership skills.
• Strong analytical, planning, problem solving and decision-making skills with get the job done attitude.
• Very proficient in MS Excel, PowerPoint, Teams.
• SAP knowledge especially SD & WM Modules.

Skills

• Strong communication, presentation and leadership skills
• Strong planning, problem solving and decision skills with get the job done attitude.
• Dealing and Managing conflicts.
• Stakeholder management.
• Team player and team management.
• SAP; MS Office programs
• Stretch
• Take Action
• Value Togetherness

Why choose us?

• 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 and at least 14 weeks’ gender-neutral parental leave.

If the description fits your experience and has aroused your interest, please apply so we can get in contact with you!

Pursue progress, discover extraordinary.

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. You can be one of those people. Chasing change, embracing new ideas and exploring all the opportunities we have to offer. Let’s pursue progress. And let’s discover extraordinary together

At Sanofi, we provide equal opportunities to all regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.

Watch ‘One day at Sanofi’ and check out our Diversity Equity and Inclusion initiatives at sanofi.com!