Customer Fulfilment Management

Reference no. R2868274 Position title: Customer Fulfilment Management Department: Strat Customer Relations & Business Supp Location: Toronto, ON About the Job Join a global network that powers how Sanofi delivers — seamlessly, purposefully, and at scale. In Manufacturing & Supply, you’ll help reimagine how life-changing treatments reach people everywhere, faster. About Sanofi We’re an R&D-driven, AI-powered biopharma company committed to improving people’s lives and delivering compelling growth. Our deep understanding of the immune system – and innovative pipeline – enables us to invent medicines and vaccines that treat and protect millions of people around the world. Together, we chase the miracles of science to improve people’s lives. Main Responsibilities: 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 Execute proactive and reactive mid & short-term stock management in the legacy systems Share potential shortage & OOS identified for following 4 weeks to planning & Customer Fulfilment management Apply short-term stock management to steer Stock in Trade Gather all OOS issues impacting customers in order to manage communication with the customer Customer Fulfilment Coordination Decision on external and internal mitigation actions (delay deliveries, modify order quantity, propose substitution) Provide product allocation per customer in a shortage situation Defines backorders policy and prioritization decisions Determine the orders that are eligible for fulfilment using short shelf-life (batch determination & customer agreement) Apply short-term stock management to drive SIT Determine the maximum threshold for OOS and shortage: Customer accepted quantities, PAL, MOQ definition Manage contact with the warehouse or 3PL relating to necessary fulfilment activities Enables customer communications via SC Customer Engagement Impeccable communications and notifications to trade customers around orders, weather or transportation delays, out of stock and/or delayed orders Attend monthly business reviews to review service levels and metrics- CA/US Ensure team strong alliances with the One Trade and Supply Chain Planning team to align with trade strategy and incorporate into our book of business Work with internal stakeholders (brand teams, OneTrade, transportation SMEs) and 3PLs to provide recommendations to change delivery schedules in times of inclement weather and holidays Work closely with Winthrop on optimizing supply chain support in relations to their trade strategy Collaborates – including messaging, reports, follow-up and more - with One Trade and supply chain Planning, Quality, and Distribution to manage through a variety of supply situations. Develop process efficiencies to better anticipate customer needs, focus on flexibility in business practices, and promote adaptation to evolve based on urgent needs Collaborates – including messaging, reports, follow-up and more - with One Trade and supply chain Planning, Quality, and Distribution to manage through a variety of supply situations. Product Launch Executes launch readiness activities appropriately and on-time : Guides i.O2C team when orders will be placed, checks orders against launch spreadsheet, ensures inventory checks and coordination with the DC for shipment Communicate with OneTrade and 3PL to ensure orders received are on target with financial expectations. Oversees i.O2C team is delivering value by working with key stakeholders, i.e. Distribution & Transportation, to coordinate order processing and delivery. Ensures stakeholders are connected to align and communicate any issues, concerns, or bottlenecks to the agreement. Process Effectiveness & Analytics Monitor the E2E fulfilment process running a defined set of reports and analysis to detect issues/inefficiencies and drive continuous improvements Communicate root cause analysis of issues found Executes additional process analysis when requested Prepare/extract KPIs for fulfilment processes (S&OE, Revisit, RCA OTIF) Support month end closing (S&OE landing) to ensure all steps defined in monthly sales objective are properly executed Prepare SISO & SIT consolidation data's & analysis and documentation Manage VMI customer analytics & replenishment (where relevant) Collaboration with SC Customer Engagement team Supports necessary SC customer collaborative activity driven by SC Customer Engagement Attends SC Operational meetings with VIP customers when necessary Outsourced Back Office or 3PL/4PL Activity Governance (where relevant) Orchestration, governance & escalated activities of outsourced O2C or 3PL/4PL activity 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: 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 Buildi