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E2E Customer Collaboration Specialist

Synthorx

Synthorx

Customer Service
Buenos Aires, Argentina
Posted on Thursday, April 18, 2024

At Sanofi Consumer Healthcare, we have one overarching mission - to work passionately, challenging ourselves and our industry every day, to build a healthier future by helping people, help themselves, bringing “Health in Your Hands”.

Our teams are building trusted & loved brands that connect with hundreds of millions of consumers worldwide, enabling better self-care for individuals and communities, while also contributing to a healthier planet. To fulfill this mission, we are embarking our consumers, our customers, healthcare professionals, and our employees in this journey because this is what will make us become the “Best Fast-Moving Consumer Healthcare (FMCH) Company In & For the World”.

We strive to act as a force for good by integrating sustainability along our business and employees’ mission and operate responsibly from both a social and environmental point of view.

To achieve this, we need strong talent who will help us shape the future of our Consumer Healthcare business and challenge our industry. At Sanofi Consumer Healthcare, we aspire to create a work environment where people can thrive, grow, and be at their best every day. Our priority is working with integrity to improve the health and well-being of people and communities where we operate, working towards making a positive impact in the world.

JOB PURPOSE

The Customer Collaboration Analyst/Specialist executes at Customer / Customer Cluster level the actions needed, in agreement with Trade and Service Level functions, to optimize the logistics process flows of product, cash and information to and from the point of sales/point of dispensation to increase Net Sales (Service improvement) and optimizes the total supply chain costs at designated customers through joint value creation.

This role is based on the following overall pillars:

  • Building Sanofi volume by increasing in-stock availability at the point of sale/point of dispensation

  • Speed to shelf: rapidly deploy product and logistics launches through customers systems to the consumers/patients

  • Optimizing the Supply Chain by reducing logistics costs end to end and digitalizing the value chain.

In this role, the Customer Collaboration Analyst/Specialist will be managing assigned top customers or a cluster of top customers.

KEY RESULTS/ACCOUNTABILITIES

Manages Market Service Strategy

  • Customer Segmentation: Provide feedback about any changes or updates needed on the Customer Segmentation for assigned customers given any changes on conditions

  • Market Service Catalogue: Propose changes, improvements and updates on the Market Service Catalogue considering the feedback received from assigned customers

  • Service Plans: Implement Service plans together with Trade and Service Level teams and measure their effectiveness. A detailed follow up is requested to ensure successful implementation

Build Relationships and Partnerships

  • Developing relationships: internally with Trade, CI2C, ITS and Finance teams and externally with the Customer's key decision-makers and information sources ("Owners", "Evaluators" and "Implementers".)

  • Meet Customers: Coordinate and execute periodic Customer visits and follow-up meetings in order to review Customer’s satisfaction levels and analyse improvement opportunities to then generate joint action plans

  • Assessing the Customer: their logistics and information requirements, capabilities and emerging needs

  • Selling of concepts and plans to the Customer: use persuasive and conceptual selling techniques to increase Customer acceptance rate to Sanofi’s Business and Logistics action plans and initiatives.

Drive Value Creation

  • Creating Joint Customer Business Plans: create and prioritize logistics plans, gain Customer and Trade alignment, and implement the plans to deliver team results

  • Improving and aligning cross-BU processes: impact on product flow, information flow and financial flow.

  • Implementing logistics tools: linking and optimizing the cost, reliability and responsiveness of the Supply Chain from Sanofi to the Point of Sales/Point of Dispensation (reducing non-value-added activities/costs) Implementing logistics initiatives: execute and implement logistics and Customer initiatives, by working together with Service Level, Distribution, Planning and Trade team; implement best practices from different Collaborative Models/Theories (VMI and CPFR models) and assist Trade with GBU initiatives and volume-building events which require special logistics support

  • Quantifying the Customer's logistics costs/savings and opportunities: Ensure available information for the quantification efforts to support reinvestment of logistics savings and help the Trade Team to translate savings into volume and share growth opportunities via investment in Trade fundamentals

  • Drive growth through availability at Point of Sales/Point of Dispensation: Analyse and propose plans around customer intelligence by deep diving on Trade Data (Sell Out and Stocks) to ensure availability at the last mile with efficient stock in trade level

Business Support

  • Ensure Customer performance culture: Analyze Joint Service KPI and Market Service Strategy outcomes, agreed with the Customer, on a periodical basis and execute action plans to solve issues

  • Respect and practice rigorously Quality, HSE, Pharmacovigilance, Compliance, Regulatory Affairs and Internal Control SOP and policies in all activities, identifying and correcting risky behaviors and communicating immediately any potential risk situation

Success Measures:

Operational

  • Customer Fill Rate / On-time

  • Order Cycle Time

  • Claims Rate

  • Customer DOH

  • % Perfect Orders (examples: product availability, delivery reliability, invoice accuracy)

  • Logistic menu implementation and compliance (examples: average order size, % full trucks, unloading time, days sales outstanding, % volume in compliance)

Business/Financial

  • JVC projects targets

  • % Success Criteria achieved on priority launches

  • Sanofi & Customer logistics cost savings including re-investment achievements Customer Satisfaction Survey Results

  • Availability at POS /POD (e.g. OSA)

QUALIFICATIONS, KNOWLEDGE & SKILLS

Formation: College or University Diploma in Engineering, Business Administration or related.

Experience and Knowledge:

  • Experience in Order to Cash Processes OR

  • Experience in developing Collaboration plans with Customers

  • Knowledge in SAP, Excel and BI systems

Main Competencies and Skills (to be further explored):

  • Customer Orientation

  • Strong Communication

  • Negotiation Skills and Ability to influence

  • Analytical thinking and problem solving

  • Adaptability

  • Assertiveness

  • Relationship/Network Builder

Languages: Fluent English – Desirable

Pursue progress, discover extraordinary

Better 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, ability or gender identity.

Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!