Senior Customer Engagement Coordinator

About the job

Main Responsibilities & Accountabilities:

 Job Purpose

• Responsible for SC Customer Engagement activities

• Works in close collaboration & complementary to Trade and Supply Chain Customer Engagement Coordinators

• Responsible for segmentation process in conjunction with Trade

• Drives SC collaboration strategy, joint scorecards & cost to serve improvements, coordinating all internal & external stakeholders

• Responsible for SC relationship for all customers concerning the O2S process

• Proactively engages customers to deliver effective communication & continuous improvements

• Liaises with Trade & O2S functions to drive service levels, optimal cost to serve & satisfaction of customers

• Creates positive customer experience, providing added-value at every customer interaction

Key Accountabilities

      Responsible for the SC relationship with customers:

• Differentiated Service Plans

• Regular SC Operational meetings (VIP Customers)

• Joint Scorecards (VIP Customers)  

• Value-tracking (VIP Customers)

• Proactively inform the customer about the status of stock & O2S process (VIP & Priority Customers)

• Proactively act upon ‘Voice of the Customer’ data to drive Customer Satisfaction (VIP & Priority Customers)

• Accountable for any escalated issues & requests from customers to ensure they are resolved on timely basis

• Perform root-cause analysis & continuous improvement

• Clear & regular communications to internal/external stakeholders  

      Collaboration with Global Customer Fulfilment CoE:

• Acts as local extension to Global Customer Fulfilment CoE, driving local execution of global strategy, providing coaching & support network to other SC Customer Engagement associates . 

• Actively participates in Global Customer Fulfilment community, sharing local best practices & adopting best practices seen elsewhere.

• Agree targets for value-creation & satisfaction.

Segmentation:

• In collaboration with local Trade, conduct customer segmentation based on Global CoE playbook

Simplification:

• Drive development & execution of simplification plans

• Ensure simplification benefits are realizable & tracked  

Collaboration:

• Drive ‘level-up’ SC customer collaboration activity within Service Plans Including: Brilliant Basics, trade terms, surcharge model & tactical collaborative opportunities

• Ensure that demonstrable value-tracking is in place

Customer Experience:

• Ensure regular ‘Voice of the Customer’ satisfaction measures are in place, both periodic ie VOLT/DELIGHT & real-time eg NPS/CSAT

• Ensure action plans are in place to address satisfaction gaps & are well tracked

• Drive Customer Ethnographer mindset (studying the customer, learning about their environment & overall experience)

Collaboration with O2C Transactional experts :

• Coordinate with Trade & Contract & Commercial conditions maintenance when there is new pricing or contract modifications &/or Customer master data requested by the customer

• Ensure product & price conditions in Sanofi & customer systems are aligned to prevent issues in the order management process

• Review blocked orders for certain scenarios (ie trade terms compliance), with the customer Make request to update &/or unblock them to Order Acceptance experts

• Liaise with Customer Fulfilment Coordinator/s in case of urgent delivery issues

• Point of contact for escalated Customer calls (for O2C matters)  

• Forward claims information to Claims Management experts for registering in CCM

• Claims resolution communication to customer as per customer service plan

About you  

Skills/Expertise/Experience:

• Bachelor’s degree from an accredited college or university

• 3+ Years of experience in wide range of Customer Fulfillment (incl Customer Facing/Engagement) activities, ideally in Biopharma industry

• French & English language fluency

Preferred Skills/Expertise/Experience:

• Knowledge of upstream Biopharma processes

• Strong understanding of downstream Biopharma processes and local trade environment

• Demonstrated ability 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, 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

• Managing claims - Intermediate

• Managing orders - Intermediate

• Managing transactional & commercial customer data - Intermediate

• Developing customer engagement strategies - Advanced

• Basic

Knowledge of Trade & Terms conditions

• Managing S&OP & IBP processes - Basic

•

Managing customer master data - Advanced

• Customer Experience - Intermediate

Transversal Competency Requirements :

• Transversal Collaboration - Advanced

• Business Acumen - Basic

• Situational Leadership Skills - Basic

• Decision-Making - Intermediate

 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, disability, or gender identity.  

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

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!