MTL Customer Fulfillment Lead

About The JobMain Responsibilities & Accountabilities:Job PurposeManage efficient and compliant Order to Cash (O2C/COMET) processes and customer-centric activitiesResponsibilities include empowering teams to optimize daily operations such as Customer Fulfillment Support (S&OE process); SC Customer Engagement, Order to Serve processing contact center management, order, and claim reconciliationAdditionally, managing relationships with reverse O2C and logistics internal & external partners, ensuring proper customer crediting, and compliance with internal and SOX controls are key tasksThe focus is on optimizing stock processes, streamlining the S&OE process, and enhancing SC Customer Engagement to improve overall customer experience in the fulfilment processKey AccountabilitiesOrder to Cash Process ActivitiesManaging E2E order to serve processing COMET to ensure timely fulfilment and process adherenceManage daily operations efficiently and effectivelyImplementing lean principles to streamline order fulfilment processes and reduce lead times for OTIF improvementOptimizing stock processes to minimize stockouts and excess inventoryStreamlining the Sales and Operations Execution (S&OE) process to enhance D2C and forecasting planningEnsuring proper customer crediting in compliance with internal policies and SOX controlsConducting regular audits of logistics operations to identify inefficiencies and areas for improvementDeveloping contingency plans to mitigate risks such as supply chain disruptions or transportation delaysImplementing sustainability initiatives to reduce the environmental impact of logistics operations, such as optimizing packaging and transportation methodsAnalyzing sell-in and sell-out data to understand market demand and adjust production and distribution accordingly.Monitoring stock in trade levels to ensure optimal inventory management and minimize carrying costsAnalyzing SISO data to identify sales trends, market opportunities, and potential risks.Continuously evaluating and adjusting SIT and SiSO strategies to meet changing market conditions and customer demands.Defines backorders policy and prioritization decisions with tradeSimplificationDrive development & execution of simplification plansEnsure simplification benefits are realizable & tracked CollaborationEngaging with key stakeholders to ensure alignment and collaboration across the organization.Contributing to trade and pricing initiatives to optimize root-to-market strategies and distribution costsAnalyzing customer feedback and order data to identify opportunities for process improvement and enhance customer satisfactionProcess Effectiveness & AnalyticsMonitor the E2E fulfilment process running a defined set of reports and analysis to detect issues/inefficiencies and drive continuous improvementsImplementing performance metrics and KPIs to track the effectiveness of customer fulfilment and logistics operations and drive continuous improvement effortsCommunicate root cause analysis of issues foundExecutes additional process analysis when requestedSupport local team with reporting & KPIsPrepare/extract KPIs for fulfilment processesSupport month end closing to ensure all steps defined in the local policies are properly executedSISO & SIT consolidation & analysisManage VMI customer analytics & replenishment (where relevant)Outsourced Activity Governance (where relevant)Orchestration & governance of outsourced back-office activitySkills/Expertise/ExperienceAbout youBachelor’s degree from an accredited college or university3+ Years of experience in range of Customer Fulfilment (incl. Customer Facing) activities, ideally in Biopharma industryEnglish language fluency, and Local languagePreferred Skills/Expertise/ExperienceKnowledge of upstream Biopharma processesStrong understanding of downstream Biopharma processes and local trade environmentUnderstanding of how to effectively engage external customersUnderstanding of Customer Experience principlesUnderstanding of cost to serve finances and the ability to drive/track Customer Fulfilment improvementsExcellent systems (SAP, CCM, MS Office) skillsStrong project management skillsStrong analytical skillsSkilled in scenario planning, risk/benefit analysis, contingency planning and problem solvingStrong willingness to drive change as well as good internal marketing and communication skillsStrong negotiation and communication skillsDemonstrated high standards of integrity, professionalism, and commitmentAbility to motivate and influence resources that do not report directly to incumbentStrong team facilitation and relationship building skillsDemonstrated ability to anticipate future consequences of scenarios and identify mission critical issuesFunctional Competency RequirementsS&OE process management - AdvancedManaging claims - IntermediateManaging orders - IntermediateManaging transactional & commercial customer data - IntermediateDeveloping customer fulfilment strategies - AdvancedManaging export flows - IntermediateKnowledge of Trade & Terms conditions - AdvancedManaging S&OP & IBP processes IntermediateManaging carriers & 3PLs - AdvancedManaging master data - IntermediateCustomer Experience - IntermediateTransversal Competency RequirementsImproving Transversal Collaboration - AdvancedBuilding Business Acumen - AdvancedDeveloping Situational Leadership Skills - AdvancedImproving Decision-Making - AdvancedSanofi ValuesAct for patient Be Bold Aim Higher Lead TogetherPursue progress, discover extraordinaryBetter 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 video and check out our Diversity Equity and Inclusion actions at sanofi.com!nullPursue Progress. Discover Extraordinary.Join Sanofi and step into a new era of science - where your growth can be just as transformative as the work we do. We invest in you to reach further, think faster, and do what’s never-been-done-before. You’ll help push boundaries, challenge convention, and build smarter solutions that reach the communities we serve. Ready to chase the miracles of science and improve people’s lives? Let’s Pursue Progress and 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, gender identity, protected veteran status or other characteristics protected by law.