Customer Fulfilment Management L2-1

About the job

Main Responsibilities & Accountabilities:

Job Purpose

This is a fix term position (until end of 2026) to support critical Customer Fulfilment/ Customer Engagement projects and initiatives during a period of organizational transition in Philippines. The role will focus on driving key strategic projects while maintaining operational excellence in customer fulfilment/ Customer Engagement processes.

Key Accountabilities

ü  OTIF Performance Improvement & Global Project Support

o   Lead and support OTIF improvement initiatives in Philippines market

o   Collaborate with Global Customer Fulfilment team on OTIF projects and implementation

o   Analyze OTIF performance data, identify root causes of delays, and implement corrective actions

o   Monitor and report OTIF metrics and improvement progress to management

o   Drive cross-functional alignment to achieve OTIF targets

ü  Integrated Order to Cash (iO2C) Project

o   Support the implementation of integrated O2C processes, including:

§  Order processing management standardization

§  Customer master data quality, accuracy, and governance

§  Customer contact management (return, complaint ….)

ü  Sales-in Sales-out Control Dashboard Improvement

o   Drive the enhancement of Sales-in Sales-out control dashboard and reporting

o   Develop and implement improved analytics and visualization tools

o   Ensure data accuracy and timeliness in dashboard reporting

o   Provide insights and recommendations based on Sales-in Sales-out analysis

o   Train stakeholders on dashboard usage and interpretation

ü  Additional Customer Service Projects

o   Support other assigned Customer Service improvement projects and initiatives

o   Participate in process optimization and digital transformation activities

o   Contribute to customer experience enhancement programs

o   Assist in change management activities related to organizational transitions

ü  Operational Support & Coordination

o   Coordinate with internal stakeholders on project deliverables, updates and timelines

o   Support knowledge transfer and documentation of processes related to the project

o   Handle transition after project implementation (hypercare period) 

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:

• Managing claims - Basic

• Managing orders - Advanced

• Managing transactional & commercial customer data - Basic

• Developing customer fulfilment strategies - Basic

• Managing export flows - Basic

• Knowledge of Trade & Terms conditions - Intermediate

• Managing S&OP & IBP processes - Basic

• Managing carriers & 3PLs - Advanced

• Managing master data - Intermediate

• Customer Experience - Basic

Transversal Competency Requirements:

• Stretch Improving Transversal Collaboration - Intermediate

• Building Business Acumen - Basic

• Developing Situational Leadership Skills - Basic

• Improving Decision-Making - Intermediate