Manager Key Account Customer Fulfillment

• Title - Manager Key Accounts Customer Fulfillment

• Location: Mumbai

• Job type: Permanent

Position Details

Company Overview

Sanofi is a diversified global healthcare leader, focused on developing products that meet the health needs of people. Sanofi engages in the research and development, manufacturing and marketing of prescription medicines and vaccines, as well as consumer health products.

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.

Job title:

Manager Key Account Customer Fulfillment

Direction & GBU:

Supply Chain Management

Geographical Remit of Role:

National

Location (based out of):

Mumbai

Report to:

Head Customer Service & Operation

Functional Reporting to:

(if applicable)

-

Manager position:

No

Supervises (Direct & Indirect):

Direct: - Manage external resources (3PL)

Indirect: -

Customers:

Internal: GBU Commercial, Trade & Revenue, Business Operation and Finance teams

External: Key Accounts, Distributors, 3PL Partners, Transporters

Job description valid from (date):

01/09/2024

Purpose

Key Account Manager will lead the supply chain initiatives and manage the customer fulfillment operations for key accounts like online pharmacies, modern trade accounts and key institutions. This position will act as a single point of contact between the accounts and Sanofi SCM. This position will collaborate and work closely with commercial, marketing and performance analytics team to deliver high customer satisfaction levels.

Performance Standards: Duties & Responsibilities

Key Areas

Action Areas , Deliverables and Outcomes

Weightage

1. Account Management

• Oversee inventory management and forecasting to meet customer needs.
• Serve as the primary point of contact for key online, modern trade and institutional accounts throughout the order-to-cash cycle.
• Build and maintain strong relationships with key stakeholders to understand their needs and expectations.
• Monitor and follow up on outstanding payments to ensure timely collection and resolution of payment issues.
• Work closely with the finance team to reconcile accounts and manage discrepancies.
• Address and resolve customer inquiries, complaints, and issues in a professional and timely manner.
• Provide exceptional customer service and support to enhance customer experience and retention.

40%

2. Order fulfillment & Performance

• Monitor and manage key performance indicators (KPIs) including fill rate, OTIF, and order accuracy to ensure customer satisfaction.
• Coordinate with internal teams to ensure timely and accurate order processing and delivery.

20%

3. Process Improvement

• Collaborate with key accounts to identify areas for process improvement and implement solutions to enhance efficiency and customer satisfaction.
• Lead initiatives to streamline fulfillment processes, reduce lead times, and address any operational challenges.
• Work closely with sales, supply chain, and logistics teams to ensure alignment and support for key accounts.
• Act as a liaison between key accounts and internal teams to address and resolve any issues or concerns promptly.

20%

4. Compliance & Documentation

• Ensure all fulfillment processes comply with company policies and contractual obligations.
• Maintain accurate and up-to-date documentation related to orders, shipments, and account information.

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)
• 5-8 years of experience with 2-3 yrs. in Customer & logistics fulfillment, account management & supply chain roles.
• 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