About the job

Main Responsibilities & Accountabilities:

Job Purpose

• Supports for Supply Chain Customer Engagement of customers in close collaboration with colleagues

• Works in close collaboration & complementary to Trade and the Senior Customer Engagement Coordinators

• Execute for segmentation actions in conjunction with Trade

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

• Is a key enabler of building relationship for customers concerning the Order-to-serve processes

• 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

• Support the SC relationship building for selected 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)
• Supports 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, support customer segmentation based on Global Customer Fulfilment CoE playbook

• Simplification

• Execution of simplification plans and tracking of these

• 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

About you

Skills/Expertise/Experience:

• Bachelor’s degree from an accredited college or university

• 1-2 Years of experience in wide range of Customer Fulfilment, logistics (incl. Customer Facing/Engagement) activities, ideally in Biopharma industry is a plus

Preferred Skills/Expertise/Experience:

• Knowledge of upstream Biopharma processes a plus

• Strong understanding of downstream Biopharma processes and local trade environment

• Understanding of or interest in Customer Experience principles

• Understanding of cost to serve finances and the ability to drive/track Customer Fulfilment improvements

• Experience in IT systems (SAP, CCM, MS Office)

• Analytical skills

• Experience in scenario planning, risk/benefit analysis, contingency planning and problem solving a plus

• Willingness to drive change as well as good internal marketing and communication skills

• 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

• Managing claims - Intermediate

• Managing orders - Intermediate

• Managing transactional & commercial customer data - Intermediate

• Developing customer fulfilment strategies - Advanced

• Managing export flows - Basic

• Knowledge of Trade & Terms conditions - Advanced

• Managing S&OP & IBP processes - Basic

• Managing carriers & 3PLs relationship - Basic

• Managing master data - Intermediate

• Customer Experience - Intermediate

Transversal Competency Requirements:

• Improving Transversal Collaboration - Intermediate

• Building Business Acumen - Basic

• Developing Situational Leadership Skills - Basic

• Improving Decision-Making - Intermediate

Sanofi Values

• Act for patient 

• Be Bold 

• Aim Higher 

• Lead Together

Pursue progress, discover extraordinary

• 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 videoand check out our Diversity Equity and Inclusion actions at sanofi.com!