Job Title: Senior Customer Fulfillment Coordinator

About the job

We are an innovative global healthcare company with one purpose: to chase the miracles of science to improve people’s lives. We’re also a company where you can flourish and grow your career, with countless opportunities to explore, make connections with people, and stretch the limits of what you thought was possible. Ready to get started?

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

• 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.
• Monitor the interface recon of daily sales
• Enables customer communications via SC Customer Engagement
• Oversee the reverse logistics process and destruction process

• Process Effectiveness & Analytics

• Communicate root cause analysis of issues found
• Executes additional process analysis when requested
• Prepare/extract KPIs for fulfilment processes (S&OE, RCA OTIF, Returns/RUDs, Destruction and align with Customer Engagement & Demand Team on action planning)
• Support month end closing (S&OE landing) to ensure all steps defined in monthly sales objective are properly executed and all steps defined in the local policies are properly execuMonitor the E2E fulfilment process running a defined set of reports and analysis to detect issues/inefficiencies and drive continuous improvements. Work with Logistics in managing inventory accuracy
• 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

• Compliance

• Compliance routines & O2C monitoring (incl. SOPs review/ creation, compensatory controls & action plans)
• Lead review of control points such as SO modification, Returns/RUD and all related controls under order to cash

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
• Building Business Acumen - Basic
• Developing Situational Leadership Skills - Basic
• Improving Decision-Making - Intermediate

Why choose us?

• Bring the miracles of science to life alongside a supportive, future-focused team.

• Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally.

• Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.

Our Values

Aim Higher: Focus on what matters, set high standards and move with urgency to deliver at speed. Learn from setbacks to achieve tomorrow’s breakthroughs.

Act for Patients: Improving patients’ lives drives everything we do, every day. We aim for simplicity and partner with others to go faster and further for patients. We eliminate barriers to access.

Be Bold: Take thoughtful risks, seize opportunities and think beyond what’s possible to accelerate our science and drive compelling growth.

Lead Together: Build trust and collaborate openly on our shared goals, celebrate collective wins and foster a sense of belonging.

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!