Job Purpose
Manage Customer fulfilment daily operational activities execution (Sales & Operations Execution) and communicates to internal stakeholders
Responsible for the effectiveness of the overall Customer Fulfilment process Support SC Customer Engagement team with analytics and reporting Responsible for day-to-day coordination & governance with O2C team or of any local outsourced back-office activity
Key Accountabilities
Manage S&OE Process (Sales & Operation Execution)
o Execute proactive and reactive mid & short-term stock management in the legacy systems o Share potential shortage & OOS identified for following 4 weeks to planning & Customer Fulfilment management o Apply short-term stock management to steer Stock in Trade o Gather all OOS issues impacting customers in order to manage communication with the customer o SISO (Sales in Sales Out) and SIT (Stock in trade) control
Customer Fulfilment Coordination
o Decision on external and internal mitigation actions (delay deliveries, modify order quantity, propose substitution) o Provide product allocation per customer in a shortage situation o Defines backorders policy and prioritization decisions o Determine the orders that are eligible for fulfilment using short shelf-life (batch determination & customer agreement) o Apply short-term stock management to drive SIT o Determine the maximum threshold for OOS and shortage: Customer accepted quantities, PAL, MOQ definition o Manage contact with the warehouse or 3PL relating to necessary fulfilment activities o Enables customer communications via SC Customer Engagement
Process Effectiveness & Analytics
o Monitor the E2E fulfilment process running a defined set of reports and analysis to detect issues/inefficiencies and drive continuous improvements o Communicate root cause analysis of issues found o Executes additional process analysis when requested o Prepare/extract KPIs for fulfilment processes (S&OE, SIT, Root cause analysis of OTIF (On time in full) . OTIF performance is key KPI o Support month end closing (S&OE landing) to ensure all steps defined in monthly sales objective are properly executed o Prepare SISO & SIT consolidation data's & analysis and documentation o Manage VMI customer analytics & replenishment (where relevant)
Collaboration with SC Customer Engagement team
o Supports necessary SC customer collaborative activity driven by SC Customer Engagement o Attends SC Operational meetings with VIP customers when necessary
Outsourced Back Office or 3PL/4PL Activity Governance (where relevant)
o Orchestration, governance & escalated activities of outsourced O2C or 3PL/4PL activity
About you
Skills/Expertise/Experience:
Master's degree from an accredited college or university
3-5 Years of experience in wide range of Customer Fulfilment/ Logistics customer service Distribution 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:
S&OE process management - Master
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
