Customer Fulfilment Management L2-1

About the job Main Responsibilities & Accountabilities: Job Purpose This is a fix term position (until end of 2026) to support critical Customer Fulfilment/ Customer Engagement projects and initiatives during a period of organizational transition in Philippines. The role will focus on driving key strategic projects while maintaining operational excellence in customer fulfilment/ Customer Engagement processes. Key Accountabilities ü OTIF Performance Improvement & Global Project Support o Lead and support OTIF improvement initiatives in Philippines market o Collaborate with Global Customer Fulfilment team on OTIF projects and implementation o Analyze OTIF performance data, identify root causes of delays, and implement corrective actions o Monitor and report OTIF metrics and improvement progress to management o Drive cross-functional alignment to achieve OTIF targets ü Integrated Order to Cash (iO2C) Project o Support the implementation of integrated O2C processes, including: § Order processing management standardization § Customer master data quality, accuracy, and governance § Customer contact management (return, complaint ….) ü Sales-in Sales-out Control Dashboard Improvement o Drive the enhancement of Sales-in Sales-out control dashboard and reporting o Develop and implement improved analytics and visualization tools o Ensure data accuracy and timeliness in dashboard reporting o Provide insights and recommendations based on Sales-in Sales-out analysis o Train stakeholders on dashboard usage and interpretation ü Additional Customer Service Projects o Support other assigned Customer Service improvement projects and initiatives o Participate in process optimization and digital transformation activities o Contribute to customer experience enhancement programs o Assist in change management activities related to organizational transitions ü Operational Support & Coordination o Coordinate with internal stakeholders on project deliverables, updates and timelines o Support knowledge transfer and documentation of processes related to the project o Handle transition after project implementation (hypercare period) 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: • 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 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! We are an R&D driven, AI-powered biopharma company committed to improving people’s lives and creating compelling growth. Our team is guided by one purpose: we chase the miracles of science to improve people’s lives. We want to build a healthier, more resilient world, and turn the impossible into the possible by discovering, developing, and delivering medicines and vaccines for millions of people around the world. 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