Position title: Customer Fulfilment Management

Department: Strat Customer Relations & Business Supp

Location: Toronto, ON

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
• 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.
• 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.

This position is for a new vacant role that is now open for applications.

AI Usage

"Artificial Intelligence" refers to any systems that use automated processes, including algorithms and machine learning, to analyze data and make predictions, inferences, decisions, or recommendations without direct human involvement. These systems may process personal information to identify patterns, improve services, or support decision-making. The Company may use Artificial Intelligence for purposes including, but not limited to, resume screening and hiring, scheduling interviews or meetings, conducting surveys, matching skills with potential job openings, interview scoring, ensuring compliance with regulations applicable to our industry, and activities related to performance evaluation. Information collected and processed by the Company's Artificial Intelligence systems may include the personal information detailed above and calendar availability. It excludes the information collected and processed for monitoring purposes. You should contact Human Resources if you have a question or concern regarding your personal information. You can also contact Canada's Privacy Officer via Sanofi's data subject request portal, Data Subject Rights Webform. The Data Subject Rights Webform can also be used to request access or correction of your personal information and file a complaint.

North America Applicants Only

The salary range for this position is:
83,800.00 - 133,100.00 (Includes target bonus)
Final compensation will be determined based on demonstrated experience, skills, location, and other relevant factors. Employees may be eligible to participate in Company employee benefits programs, and additional benefits information can be found through the (CA)LINKOR (US) LINK.

La fourchette salariale pour ce poste est la suivante:
83,800.00 - 133,100.00 (Comprend le bonus cible)
La rémunération finale sera déterminée en fonction de l'expérience démontrée, des compétences, du lieu de travail et d'autres facteurs pertinents. Les employés peuvent être admissibles à participer aux programmes d'avantages sociaux de l'entreprise, et des informations supplémentaires sur les avantages sociaux peuvent être trouvées via le lien