Customer Fulfilment Management

Reference no. R2868274 Position title: Customer Fulfilment Management Department: Strat Customer Relations & Business Supp Location: Toronto, ON About the Job Join a global network that powers how Sanofi delivers — seamlessly, purposefully, and at scale. In Manufacturing & Supply, you’ll help reimagine how life-changing treatments reach people everywhere, faster. About Sanofi We’re an R&D-driven, AI-powered biopharma company committed to improving people’s lives and delivering compelling growth. Our deep understanding of the immune system – and innovative pipeline – enables us to invent medicines and vaccines that treat and protect millions of people around the world. Together, we chase the miracles of science to improve people’s lives. 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. Sanofi is an equal opportunity employer committed to diversity and inclusion. Our goal is to attract, develop and retain highly talented employees from diverse backgrounds, allowing us to benefit from a wide variety of experiences and perspectives. We welcome and encourage applications from all qualified applicants. Accommodations for persons with disabilities required during the recruitment process are available upon request. #GD-SG ​ #LI-GZ #LI-Onsite 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 ! 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) LINK OR (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