Order Management Customer Call Support Analyst

JOB PURPOSE:

The role of the Order Management Customer Call Support  Analyst is to support the accurate, efficient and compliant customer order processing as well as managing requests from customers. This role requires a detailed understanding of Order to Cash activities passionated by customer satisfaction and problem resolution.

• Responsible for customer orders administration to achieve the agreed upon service level required for order cycle time, % perfect orders, etc. By analyzing , resolving the issues in case of block using established procedures with the appropriate justification engaging with other related functions according to target lead time you will directly contribute to deliver a positive customer experience.

• As an analyst, you will have the responsibility to be proactive in understanding and analyzing technical solutions and how to improve them. You will be asked to identify areas to strengthen the operational effectiveness and excellence, leverage technology, improve the quality of process, and limit the number of exceptions.

• Registers the cases in systems and classifies them according to the classification matrix. Performs a first analysis to analyze and resolve within fixed service level target time.

•  Coordinates with other neighboring functions (e.g. Supply Chain, Commercial, Quality) to close the case by gathering information and investigating. The objective is to reach the highest first call resolution rate and provide a positive customer experience framed by a target lead time determined by priorities.

KEY ACCOUNTABILITIES:

Responsible for Customer order administration

- Monitor order validation by exception to ensure they are accurate and can be processed to the next stage of the process.

- The objective is to solve any type of issues; checks can be related to order incompletion or block in the system according to the business rules (products, customer segments).

- When required, block the order for delivery or billing and responsible to follow up to remove delivery as appropriate when issue is resolved and liaise with the impacted stakeholders (e.g. Distribution)

- Monitor orders blocked and performs modification upon requests from the relevant stakeholders (e.g., delivery date change, quantity change, etc.) identify the reason associated and document the changes done

- Liaise with local responsible to ensure the proper execution of stock allocation that has been previously set-up into the system. Ensure the right coordination to manage the exceptions, reschedule backorders, and investigate possibilities to mitigate to limit out of stock (Delay deliveries, Short-Shelf-Life stock).

- Ensure the deliveries and invoicing processes according to the expected lead times, and provide the necessary documentation for shipments

- Contribute to continuous improvement of order processing as required by Manager, Global Process Lead.

-“In the event that the employee receives notice related to quality complaint for Sanofi portfolio products (including medical devices), he/she shall report it to the Quality Department in accordance with the HUB procedure (DTP), within 1(one) business day from receipt.”

JOB-HOLDER ENTRY REQUIREMENTS:

Language

• Excellent English written and verbal

• French fluency is highly appreciated

Functional Skills

• At least 1 or 2 years´s experience in with knowledge of order processing and customer service or similar (essential) preferably in Pharma  

• Good business acumen (advantageous) 

• Overall Order to cash knowledge including link with customer inventory management (essential)

• Strong problem solving, deductive (advantageous) 

Technical

• Hands-on experience of SAP (essential) in S4 Hana preferably

• Extended practices of SD SAP module with different functionalities

• Strong understanding of customer inventory management

• Knowledge of Microsoft Office and expertise of MS Excel (essential) 

Interpersonal

• Ability to interact with internal stakeholders in issue resolution (essential) 

• Detail-minded, clear thinker, quick learner  

• Team player, able to work collaboratively transversally and with front line teams with an end to end mindset (essential)  

• Good communication skills (advantageous)