Manager Customer Care Operations

Position Details

Company Overview

To achieve this, we need strong talent who will help us shape the future of our Consumer Healthcare business and challenge our industry. At Sanofi Consumer Healthcare, we aspire to create a work environment where people can thrive, grow, and be at their best every day. Our priority is working with integrity to improve the health and well-being of people and communities where we operate, working towards making a positive impact in the world.

Department Overview

India market supply chain team of 30 members, managing planning, customer care and logistics with distribution Spend – 8 to 9 ME, and network of 12 DCs, 3500 Customers.

Purpose

Lead the West Region - Customer Service & Operation process to drive business growth for CHC business across all, Channels by managing the Order-to-Cash cycle, Customer Engagement and Projects to enhance the process maturity on Performance, Tools & Relationship. Ensure compliance to Trade Strategy, Country Regulation, Group mandatory controls and Patient / Customer Centric approach

Performance Standards: Duties & Responsibilities

Key Areas

Action Areas , Deliverables and Outcomes

Weightage

1. Operation & Compliance

• Manage CFA operations teams to ensure the smooth execution of the order-to-cash cycle from order receipt to payment collection, in full conformity with the Supply Chain Management Standards of the Group (cutoff, 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.

25%

2. Stock Planning

• Work with IBP team for stock allocation to assigned CFAs.
• Work with regional sales team to plan stock requirements for assigned CFAs.
• Ensure sufficient stock availability as per forecast/stock norms to ensure that there is no shortage at assigned CFAs.

15%

2. 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.
• Regular supply chain meetings with the Customer.
• Follow the stock in trade and propose actions for optimization.

40%

3. 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.

20%

Pre-requisites

Knowledge, Skills & Competencies / Language

• Strong Analytical and Problem-Solving skills
• Decision making, ability to prioritize
• Negotiation skills, Conflict Management
• Strong stakeholder engagement, Networking ability, Business Acumen
• Process, System and Tools orientation

Qualifications

• Graduate (Science / Commerce Preferred)
• 5+ years of experience with 3+ yrs in demand, supply planning and Customer Care
• Working knowledge of SAP is desirable and demonstrated ability to work in Excel is a must
• Cross functional, technology, projects experience preferred
• Pharmaceutical / FMCG industry experience is a plus

Any other requirements of the job

• This position requires moderate travel within India
• This position will suit an individual who is able to operate independently