Customer Support & Operations Manager

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Customer Support & Operations Manager

Apply locations Taguig time type Full time posted on Posted 30+ Days Ago job requisition id R2735513

About the Job

JOB PURPOSE

Accountable for Customer Fulfilment, Distributor Operations & Process Effectiveness & Analytics

• S&OE Process (Sales & Operations Execution) and communication with internal stakeholders

• Effectiveness of the overall Customer Fulfilment process

• Outsourced Back Office Activity Governance (4PL Distributor Management), maintaining an optimized cost and high service level

• Support of the internal supply chain with analytics and reporting related to order to cash process

KEY TASKS / ACCOUNTABILITIES

Outsourced Back Office Activity Governance

• Maintain an efficient cost spending at distributor and order fulfilment.

• Drive distributor/3PL performance and adherence to operational excellence and cost efficiencies.

• Day-to-day coordination, orchestration & governance of any local outsourced back-office activity (via 4PL/3PL)

• Manage contact with the WH/3PL relating to necessary fulfilment activities

• Manage and lead performance-based Operations Business Review with 4PL

• Identify potential risk, ensuring the procedure/ guidelines are executed as planned and ensuring CAPA for identified gaps are in place and closed.

S&OE Process & Customer Fulfilment Coordination

• Organizes & leads the S&OE process once monthly targets are aligned with SCBPs and Customer Care

• Decision on external and internal mitigation actions (delay deliveries, modify order quantity, propose substitution)

• Align with SCBPs/Customer Care product allocation per customer in a shortage situation and communicate to warehouse/3PL as necessary.

• Determine the orders that are eligible for fulfilment using short shelf-life (batch determination & customer agreement)

• Responsible for the correct maintenance of product master data at distributor side

• Responsible for monitoring 4PLs/3PLs to provide the required information to follow-up the E2E Customer fulfilment execution process (i.e. POD)

• Review blocked orders for certain scenarios and make request to update &/or unblock them to relevant approvers

Process Effectiveness & Analytics

• Accountable for distributor reports and analysis of FillRate / OTIF, ABC Data, Returns/RUDs, Destruction and align with Customer Care & SCBP on action planning

• Monitor the E2E fulfilment process running a defined set of reports and analysis to detect issues/inefficiencies and drive continuous improvements (Distributor Agreement SLAs)

• Support month end closing to ensure all steps defined in the local policies are properly executed

• As performance and analytics lead:

  • 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

Collaboration with Internal SC on Process Improvement

• Supports necessary SC customer collaborative activity driven by SC Customer Care or SC Business Partners

• Proactively brings service and joint value-creation improvements

• Attends SC Operational meetings with customers when necessary

• Enables tri-party SC collaborative approach through warehouse/3PL

• Enables customer communications via SC Customer Care

• Acts as co-owner in driving Distribution Agreement

Compliance

• Compliance routines & O2C monitoring (incl. SOPs review/ creation, compensatory controls & action plans)

• Lead review of control points such as SO modification, Distributor Inventory Accuracy, Returns/RUD and all related controls under order to cash

• Be responsible for Supply Chain compliance process on distributor side

Health, Safety and Environment

• Sanofi employee must understand own roles and responsibilities in avoiding health risk (Health), preventing accidents (Safety) and environment protection (Environment). Involved in any such activities must comply with HSE policy.

• Cooperate with management in the provision of a healthy and safe workplace at the warehouse/distribution centres, office

REPORTING RELATIONSHIP

The incumbent will report directly to the Philippines Supply Chain Head based in Manila, Philippines

KEY INTERFACES

• On distribution aspects, relationship with 3rd party partners; On commercial aspects, relationship with Trade / Partnership

• Any other department or support function (e.g ITS, Finance, Internal SC), which can support in driving customer value or support in resolving a query or customer issue.

• Global Customer Fulfillment COE

• External Customers and Distributors

About You

 

JOB KNOWLEDGE & SKILLS

• Bachelor's Degree

• Min. 8 years relevant work experience in pharma/FMCG sector in distribution and warehouse management, logistics and transportation and distributor SLAs

• Knowledge of key supply chain/logistics processes & current distribution best practices

• Proactive, self-motivated, independent, positive attitude, strong leadership qualities and a good team player

• Excellent analytical and organizational skills, including ability to adapt to a dynamic environment and manage multiple projects. Able to convey complex information through numbers and analysis.

• Being innovative, strategic, impactful and influential and passionate to drive for results.

• Proven proactive communication skill and able to lead key meetings across all levels in the organization.

• Knowledge and exposure to SAP, an advantage

• Proficient in MS software including Excel, PowerPoint, Word

At Sanofi diversity and inclusion is foundational to how we operate and embedded in our Core Values. We recognize to truly tap into the richness diversity brings we must lead with inclusion and have a workplace where those differences can thrive and be leveraged to empower the lives of our colleagues, patients and customers. We respect and celebrate the diversity of our people, their backgrounds and experiences and provide equal opportunity for all.

About Us

Sanofi is dedicated to supporting people through their health challenges. We are a global biopharmaceutical company focused on human health. We prevent illness with vaccines, provide innovative treatments to fight pain and ease suffering. We stand by the few who suffer from rare diseases and the millions with long-term chronic conditions.

With more than 100,000 people in 100 countries, Sanofi is transforming scientific innovation into healthcare solutions around the globe. Discover more about us visiting or via our movie We are Sanofi

Why Sanofi

As an organization, we change the practice of medicine; reinvent the way we work; and enable people to be their best versions in career and life. We are constantly moving and growing, making sure our people grow with us. Our working environment helps us build a dynamic and inclusive workplace operating on trust and respect and allows employees to live the life they want to live.