锦鲤求职岗位描述
Job Information职位信息
Job title职位名称: Head of Customer Fulfilment
Location工作地点： Shanghai
About the job工作职责
We deliver 4.3 billion healthcare solutions to people every year, thanks to the flawless planning and meticulous eye for detail of our Manufacturing & Supply teams. With your talent and ambition, we can do even more to protect people from infectious diseases and bring hope to patients and their families. Your job, as Head of Customer Fulfilment within our M&S China-Supply Chain Team, will be to making best class medicines with excellent strategies and tools and delivering them to our patients.
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 efficient and compliant Order to Cash (O2C/COMET) processes and customer-centric activities
Responsibilities 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 reconciliation
Additionally, managing relationships with reverse O2C and logistics internal & external partners, ensuring proper customer crediting, and compliance with internal and SOX controls are key tasks
The focus is on optimizing stock processes, streamlining the S&OE process, and enhancing SC Customer Engagement to improve overall customer experience in the fulfilment process
Key Accountabilities
Order to Cash Process Activities
Managing E2E order to serve processing COMET to ensure timely fulfilment and process adherence
Empowering Customer Fulfilment teams to conduct day-to-day operations efficiently and effectively
Implementing lean principles to streamline order fulfilment processes and reduce lead times for OTIF improvement
Optimizing stock processes to minimize stockouts and excess inventory
Streamlining the Sales and Operations Execution (S&OE) process to enhance D2C and forecasting planning
Ensuring proper customer crediting in compliance with internal policies and SOX controls
Conducting regular audits of logistics operations to identify inefficiencies and areas for improvement
Developing contingency plans to mitigate risks such as supply chain disruptions or transportation delays
Analysing 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 costs
Analysing 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 trade
Simplification
Drive development & execution of simplification plans
Ensure simplification benefits are realizable & tracked
Collaboration
Engaging 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 costs
Analysing customer feedback and order data to identify opportunities for process improvement and enhance customer satisfaction
Process Effectiveness & Analytics
Monitor the E2E fulfilment process running a defined set of reports and analysis to detect issues/inefficiencies and drive continuous improvements
Implementing performance metrics and KPIs to track the effectiveness of customer fulfilment and logistics operations and drive continuous improvement efforts
Communicate root cause analysis of issues found
Executes additional process analysis when requested
Support local team with reporting & KPIs
Prepare/extract KPIs for fulfilment processes
Support month end closing to ensure all steps defined in the local policies are properly executed
SISO & SIT consolidation & analysis
Manage VMI customer analytics & replenishment
Leadership and team management
Lead, coach and support direct reports
Develop capabilities and potential through individual development programs
Focus on team engagement as an enabler for building a winning team that demonstrates our Sanofi Play to Win culture.
Drive the diversity and inclusion agenda in managerial actions
Build a culture of performance and ensure talents are identified and retention and development actions are set in place
Outsourced Activity Governance
Orchestration & governance of outsourced back-office activity
About you
Skills/Expertise/Experience:
Bachelor’s degree from an accredited college or university
10+ Years of experience in full range of Customer Fulfilment (incl. Customer Facing) 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 how to effectively engage external customers
Understanding of Customer Experience principles
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 - Advanced
Managing claims - Intermediate
Managing orders - Intermediate
Managing transactional & commercial customer data - Intermediate
Developing customer fulfilment strategies - Advanced
Knowledge of Trade & Terms conditions - Advanced
Managing S&OP & IBP processes Intermediate
Managing carriers & 3PLs - Advanced
Managing master data - Intermediate
Customer Experience - Intermediate
Transversal Competency Requirements:
Improving Transversal Collaboration - Advanced
Building Business Acumen - Advanced
Developing Situational Leadership Skills - Advanced
Improving Decision-Making - Advanced
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.
Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks’ gender-neutral parental leave.
Pursue Progress. Discover Extraordinary.
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. You can be one of those people. Chasing change, embracing new ideas and exploring all the opportunities we have to offer. Let’s pursue progress. And let’s 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, or gender identity.
Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!
在赛诺菲，多样性和包容性是我们如何运作和嵌入核心价值观的基础。我们认识到，要真正挖掘多样性所带来的丰富多彩，我们必须以包容为先导，并拥有一个工作场所，在那里，这些差异可以茁壮成长，并被利用起来，让我们的同事、患者和客户的生活更丰富多彩。我们尊重和颂扬我国人民的多样性、他们的背景和经验，并为所有人提供平等的机会。