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:
- Bachelors 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
