Department: Strat Customer Relations & Business Supp

Job Purpose:

• Manage and oversee solutions for new business requests and opportunities related to Customer Fulfillment activities, as well as rapid resolution of internal issues and challenges that impact Customer Fulfillment or Engagement.
• Responsible for developing and maintaining professional relationships with key internal stakeholders in US, Canada and Puerto Rico (collectively North America) for General Medicines, Specialty Care, and Vaccines.
• Responsible for establishing and cultivating professional relationships with external stakeholders such as third-party logistic providers and vendors
• Support SC Customer Engagement team with transformation projects
• Responsible for coordination & governance of applicable internal controls and documentation

Main Responsibilities:

• Manage Relationship with Internal Business Units
• Cultivate and sustain partnerships with internal business units, including i.O2C team, Wholesale Trade & Channel Management, Ci2C, Internal Controls, Finance and others. Serve as the primary point of contact regarding communication about strategic department or process changes.
• Conduct monthly or quarterly business reviews with brands and Global Business Units (GBUs), including focus on product launches, discontinuations, divestments and asset purchases. Prepare for these meetings by analysing relevant data and engaging with key stakeholders.
• Collaborate effectively with various business-focused Customer Fulfillment and Customer Engagement teams to promote best practices and facilitate knowledge sharing.
• Facilitate month-end order checkpoints with key stakeholders in the US and Canada to ensure timely shipments and accurate financial reporting.
• Partner with business to address growth initiatives and critical issues, including supply failure reporting, ad hoc requests and shifting priorities.
• In collaboration with relevant Customer Fulfillment and Customer Engagement managers, prepare and plan for key iO2C-related business partner meetings.
• Manage Relationship with External Vendors
• Attend monthly Management Business Reviews to review vendor metrics.
• Partner with distribution and logistics vendors to assess any gaps impacting service (i.e. UPS, DHL, etc.)
• Close collaboration with third-party vendors (i.e. Inmar, etc.) to identify opportunities for efficiencies and cost-savings.
• Customer Fulfilment Compliance Coordination
• Assist with internal and external audits of products and business processes involving Customer Fulfillment and i.O2C teams.
• Conduct an annual NOVA User Access Management Review to verify that iSHIFT access is active for all retained roles.
• Collaborate cross-functionally with Customer Fulfillment, Customer Engagement, Wholesale & Channel Management, Ci2C, Finance, and i.O2C teams to annually update SOX narratives and provide support for SOX controls and execution.
• Oversee the implementation of all recommended changes to SOX key and non-key controls within Customer Fulfillment
• Partner with Customer Fulfillment to ensure that process documentation- including Standard Operating Procedures, Work Instructions, and Job Aids- is current and properly maintained.
• Develop corrective action plans as needed to address identified gaps.
• Support the execution of actual and mock recalls, ensuring compliance with regulatory standards and effective communication throughout the process.
• Serve as Business Systems Owner (BOS) for Tracelink application to ensure compliance from digital access and operations perspective.
• Process Effectiveness & Documentation
• Enhance process efficiencies to improve collaboration with internal and external stakeholders, ensuring greater flexibility and adaptability to evolving business needs.
• Coordinate the annual review of Trade Terms to ensure that Returned Goods Policies and Terms & Sales Conditions are clear, accurate and strategically aligned.
• Collaborate with the Customer Engagement and i.O2C teams to enhance the New Customer Application form as the business evolves.
• Work with Wholesale Trade & Channel Management to update Authorized Distributor List on an annual and as needed basis.
• Maintain the Sanofi US & CA Frequently Asked Questions (FAQ) webpages to ensure relevant information is available for customer and patients.
• 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 Collaborates with team on transformation projects and strategic initiatives
• Partners with team on documentation, internal controls, escalations and issue resolution.

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 - Basic
• Developing customer fulfilment strategies - Basic
• Knowledge of Trade & Terms conditions - Intermediate
• Knowledge of S&OP & IBP processes - Basic
• Managing relationship with carriers & 3PLs - Intermediate
• Customer Experience - Basic
• Managing internal controls = Master
• Managing departmental documentation - Master

Transversal Competency Requirements:

• Stretch Improving Transversal Collaboration - Intermediate
• Building Business Acumen - Intermediate
• Developing Situational Leadership Skills - Intermediate
• Improving Decision-Making - Intermediate

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