Key Customer Specialist- Vaccines

Job title: Key Customer Specialist- Vaccines

About the Job

Our organization in North America is growing fast, and we're always looking for talented professionals to join our Commerical Operations team.

Our Commercial Operations team aims for excellence. We offer a diverse and dynamic environment that’s growing at pace. Over the next two years, we aim at growing our US business by $ 1 billion.

The Key Customer Specialist role within Customer Service was recently created with the objective of creating a highly personalized, best-in-class experience for our strategic customers.

You will also be part of something much bigger. We provide opportunities for learning, growing, job moves and a diversified, fulfilling career in the US or worldwide.

Our function at a glance:

Our Key Customer Specialists:

Offer a differentiated customer experience. Work in partnership with sales, marketing and operations. Develop and implement personalized services

These operations are critical for customers and patients order and fulfillment, as well as customer satisfaction.

Connect with us if you are…

• An expert in customer services and/or experience processes looking to share your knowledge.

• A professional who thrives in a dynamicenvironment, where you can develop your talent and realize ideas and innovations within a dynamic team of experts.

• An agent for change, looking to develop new ways of working and driving company performance through continuous improvement that increases the company’s working capital.

• A person eager to be part of our transformation to make Sanofi best in class, while contributing to the company’s results so they can be reinvested to support our purpose: We chase the miracles of science to improve people’s lives.

The role of the Key Customer Specialist:

• Point of Contact: Act as the primary point of contact for White Glove customers.  Provide personalized customer service through a deep understanding of customers and the end-to-end journey, Sanofi’s organization and vaccine operations.

• Issue Resolution: Receive, prioritize and provide triage of incoming customer issues. Work cross functionally with various Sanofi teams to solve customer issues in a timely fashion.  Ability to proactively anticipate and resolve issues; to recommend service strategy to customers/sales team to improve the customer experience and reduce friction points.

• Product Assistance: Provide commercial outreach and support by communicating and mitigating vaccines related changes to the customers.  Handling issues with allocations or product restrictions that could impact the customer as well as supporting the customer through complex processes.

• Customer Focused Projects: Work with internal partners and customers to identify and implement projects designed to enhance the customer experience.

This role requires a relationship-based approach.

We are an innovative global healthcare company that helps the world stay ahead of infectious diseases by delivering more than 500 million vaccine doses a year. Across different countries, our talented teams are exploring new technologies to protect people and promote healthy communities. We chase the miracles of science every single day, pursuing progress to make a real impact on millions of patients around the world.

Main Responsibilities:

• Customer Facing Support:

• Act as the single and direct gateway to White Glove customers.  Partner with internal stakeholders to offer a differentiating customer experience.

• Develop and implement personalized services for customers that prioritize their needs while maintaining Sanofi priorities.

• Address customer issues by gathering information to develop and implement a solution. Utilize vaccine expertise, commercial operations knowledge, and network to anticipate and and resolve complex issues with a holistic view.

• Have a deep understanding of the customer's journey, preferences, needs and pain points.  Create a seamless relationship-based experience.

• Personalized Customer Service:

• Prioritize and design customer specific project work.  Work cross functionally to implement simplified processes designed to enhance the customer experience.

• Assist customers by managing complex internal processes. Provide timely updates throughout the process.

• Work with customers to ensure product is delivered as intended. Handles issues that would prevent the customer from placing and receiving an order.

• Manage the complexity of season-related issues and the variability of the ordering process for customers.

About You

Requirements:

Language

• Excellent English written and verbal 

Functional Skills

• At least 3-5 years' experience in Customer service, contract & commercial conditions management or similar (essential) preferably in Vaccines 

• Good business acumen (advantageous) 

• Strong problem solving, deductive and analytical skills (essential) 

Technical

• Hands-on experience of SAP (essential)

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

Interpersonal

• Relationship building with external customers (essential)

• Ability to interact with internal clients in a professional manner (essential) 

• Well-inclined towards change and has the ability to work under pressure with patience and empathy (essential)

• Sense of urgency and ability to produce in high pressure situations (essential)

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

• Is self-motivated, well organized, hard-working, detail-minded, clear thinker, quick learner

• Excellent communication skills (essential) 

Why Choose Us?

• Bring the miracles of science to life alongside a supportive, future-focused team.

• Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally.

• Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.

• Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks’ gender-neutral parental leave.

The salary range for this position is $22.75 - $28.44 Hourly USD.All compensation will be determined commensurate with demonstrated experience. Employees may be eligible to participate in Company employee benefit programs. Additional benefits information can be found through the link, www.benefits.sanofiusallwell.com

Sanofi Inc. and its U.S. affiliates are Equal Opportunity and Affirmative Action employers committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; marital, domestic partnership or civil union status; sex, gender, gender identity or expression; affectional or sexual orientation; disability; veteran or military status or liability for military status; domestic violence victim status; atypical cellular or blood trait; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by law.

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