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Manager Customer Service & Operations

AT Sanofi U.S.
Sanofi U.S.

Manager Customer Service & Operations

Mumbai, India
  • Main Responsibilities
  • Lead the Region - Customer Service & Operation process to drive business growth for all GBUs, Channels,
  • Manage the Order-to-Cash cycle, Customer Engagement and Projects,
  • Enhance the process maturity on Performance, Tools & Relationship,
  • Ensure compliance to Trade Strategy, Country Regulation, Group mandatory controls and Patient / Customer Centric approach


Operation & Compliance

  • Ensure the smooth execution of the order-to-cash cycle in full conformity with the Supply Chain Management Standards of the Group (cut off, tariff, sales terms and conditions)
  • Set out and follow the performance objectives through the dashboards (customers' service, cost to serve).
  • Ensure the execution of the credit policy defined with the Financial and Controlling Director
  • Ensure the sharing and reliability of information related to Customer within the organization (Demand Planning, Physical distribution, Sales, Controlling)
  • Ensure compliance to Demand-To-Cash mandatory controls

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Customer Engagement
  • Ensure the alignment of the catalogue and product information between the GBU & Customer.
  • Ensure that the processes (supply, returns etc) are aligned between the customer & GBU and define a dashboard with the shared indicators.
  • Identify the risks of shortages and limit its impacts, Coordinate the information sharing on cruising products, promotions and launches between the sales team and the customer.
  • Animate regular supply chain meetings with the Customer.
  • Follow the stock in trade and propose actions for optimization.

Performance & Projects
  • Monitor supply chain performance and drive improvement projects (Performance, Tools & Relationship)
  • Develop the collaboration with our customers (data exchanges, shared KPIs, flows optimization, cost follow-up, OSA, stock in trade, B to B portal etc.)
  • Implement global, local "customer care" best practices

  • Experience: Minimum 5 to 7+ years in customer service and logistics in Pharma industry
  • Soft skills: Team player, strong interpersonal and stakeholder engagement skills
  • Technical skills: Analytical & Problem solving, Process, Systems and tools exposure, Project management with hands-on experience of SAP and Excel.
  • Education: Graduate (Commerce / Science / Engineering)
  • Languages: Fluency in written & spoken English & Hindi

Client-provided location(s): Mumbai, Maharashtra, India
Job ID: Sanofi-https://jobs.sanofi.com/en/job/mumbai/manager-customer-service-and-operations/2649/16346467712
Employment Type: Other