Supply Chain Customer Engagement

About The JobMain Responsibilities & Accountabilities:Job PurposeSupports for Supply Chain Customer Engagement of customers in close collaboration with colleaguesWorks in close collaboration & complementary to Trade and the Senior Customer Engagement CoordinatorsExecute for segmentation actions in conjunction with TradePartake in SC collaboration strategy, joint scorecards & cost to serve improvements, coordinating internal & external stakeholdersIs a key enabler of building relationship for customers concerning the Order-to-serve processesProactively engages customers to deliver effective communication & continuous improvementsLiaises with Trade & O2S functions to drive service levels, optimal cost to serve & satisfaction of customersCreates positive customer experience, providing added-value at every customer interactionKey AccountabilitiesSupport the SC relationship building for selected customers: Differentiated Service PlansRegular 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 basisPerform root-cause analysis & continuous improvementClear & regular communications to internal/external stakeholdersCollaboration 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 elsewhereAgree targets for value-creation & satisfactionSegmentationIn collaboration with local Trade, support customer segmentation based on Global Customer Fulfilment CoE playbookSimplificationExecution of simplification plans and tracking of theseCollaborationDrive ‘level-up’ SC customer collaboration activity within Service Plans. Including: Brilliant Basics, trade terms, surcharge model & tactical collaborative opportunitiesEnsure that demonstrable value-tracking is in placeCustomer ExperienceEnsure regular ‘Voice of the Customer’ satisfaction measures are in place, both periodic i.e. VOLT/DELIGHT & real-time e.g. NPS/CSATEnsure action plans are in place to address satisfaction gaps & are well trackedDrive 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 customerEnsure product & price conditions in Sanofi & customer systems are aligned to prevent issues in the order management processReview blocked orders for certain scenarios (i.e. trade terms compliance), with the customer. Make request to update &/or unblock them to Order Acceptance expertsLiaise with Customer Fulfilment Coordinator/s in case of urgent delivery issuesPoint of contact for escalated Customer calls (for O2C matters)Forward claims information to Claims Management experts for registering in CCMClaims resolution communication to customer as per customer service planSkills/Expertise/ExperienceAbout youBachelor’s degree from an accredited college or university1-2 Years of experience in wide range of Customer Fulfilment, logistics (incl. Customer Facing/Engagement) activities, ideally in Biopharma industry is a plusPreferred Skills/Expertise/ExperienceKnowledge of upstream Biopharma processes a plusStrong understanding of downstream Biopharma processes and local trade environmentUnderstanding of or interest in Customer Experience principlesUnderstanding of cost to serve finances and the ability to drive/track Customer Fulfilment improvementsExperience in IT systems (SAP, CCM, MS Office)Analytical skillsExperience in scenario planning, risk/benefit analysis, contingency planning and problem solving a plusWillingness to drive change as well as good internal marketing and communication skillsNegotiation 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 - BasicManaging claims - IntermediateManaging orders - IntermediateManaging transactional & commercial customer data - IntermediateDeveloping customer fulfilment strategies - AdvancedManaging export flows - BasicKnowledge of Trade & Terms conditions - AdvancedManaging S&OP & IBP processes - BasicManaging carriers & 3PLs relationship - BasicManaging master data - IntermediateCustomer Experience - IntermediateTransversal Competency RequirementsImproving Transversal Collaboration - IntermediateBuilding Business Acumen - BasicDeveloping Situational Leadership Skills - BasicImproving Decision-Making - IntermediateSanofi 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.