About the job

Fulfil all responsibilities related to Customer Service processes, identify new areas of development aimed at Customer Service excellence, identify new business models to simplify processes. Co-operate with the Trade&Revenue Department to prepare and contribute to a common Customer Service approach.

• Orders approved by the Sales Administration in the local system are planned according to the requested shipment prioritisation and product groupings are created. Planned and controlled orders are transferred to deliveries. Work orders for deliveries are created and invoice transactions are completed.
• Making premium and receivable receipt order entries and removing blockages.
• Making the notifications of the products subject to return to the warehouses, organising the relevant forms, creating the return records and preparing the reports.
• Completing the systematic transactions of the sample orders in the SAP system and informing the distribution unit for shipment.
• Preparing reports related to business processes at the end of the period and sending them to the relevant persons.
• Taking the invoice with delivery note and waybill invoice printouts of the sales from the computer system and forwarding them to the distribution unit for the shipment preparation process.
• To inform internal and external stakeholders and ensure that necessary actions are taken by following up product shipments.
• Monitoring and solving the problems arising in the e-invoice system, providing e-invoice requests from customers and reporting them at the end of each month.
• Making systematic movements of the products requested based on the Product Technical Complaint Forms received from the Country Quality department and forwarding them to the distribution unit to be sent to the relevant stakeholders.
• Filling out complaint notification and research forms for customer complaints from pharmaceutical warehouses, directing them to the relevant department for research, reporting and forwarding them to the customer with the final decision. Processing and storing the additional file specified in the procedure. Preparation of periodic KPIs and sharing them with relevant departments.
• Supporting internal / external audit processes
• Preparation of monthly OTIF report
• Monthly preparation of Customer Service performance analyses
• Preparing and sharing the performance report of our key customers on a monthly basis

• BA or Master's degree

• Strong communication skills
• Excellent organizational skills as well as strong analytical skills
• Proven ability to manage multiple projects as well as work effectively with cross-functional partners
• Excellent team player, able to think and act as One Sanofi beyond the GBU boundaries