MTL Customer Fulfillment Lead

Sanofi

Main Responsibilities & Accountabilities:

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
  • Manage daily 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
  • Implementing sustainability initiatives to reduce the environmental impact of logistics operations, such as optimizing packaging and transportation methods
  • Analyzing 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
  • Analyzing 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
  • Analyzing 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 (where relevant)

• Outsourced Activity Governance (where relevant)
• • Orchestration & governance of outsourced back-office activity