Manager Customer Fulfillment Excellence

• Job Title - Manager Customer Fulfillment Excellence
• Location: New Delhi/Gurgaon
• Job type: Permanent
  
  

About The Job

JOB DESCRIPTION

Position Details

Company Overview

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

Department Overview

India SCHIL market supply chain team, manages planning, customer care and logistics with distribution Spend – ~6ME, and network of 15 DCs, ~3500 Customers.

Direction & GBU: Supply Chain Management

Geographical Remit of Role: Region

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: Distributors, 3PL Partners, Transporters

Purpose

Lead the North 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

• Operations & 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 (cut off, 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
• 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%

Ensure sufficient stock availability as per forecast/stock norms to ensure that there is no shortage at assigned CFAs.

• Stock Planning
• Work with IBP team for stock allocation to assigned CFAs.
• Work with regional sales team to plan stock requirements for assigned CFAs.
  
  

15%

• Customer Engagement
• Ensure the alignment of the catalogue and product information between company & Customer.
• Ensure that the processes (supply, returns etc) are aligned between the customer & company 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%

• 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.
• Proficiency in SAP and other fulfillment management systems.
• Strong stakeholder engagement, Networking ability, Business Acumen
  
  

Process, System and Tools orientation.

About You

Qualifications

• Any Graduate
• 8+ years of experience with 3-4 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.
  
  

Why us?

At Opella, you will enjoy doing challenging, purposeful work, empowered to develop consumer brands with passion and creativity. This is your chance to grow new skills and be part of a bold, collaborative, and inclusive culture where people can thrive and be at their best every day.

We Are Challengers.

We Are Dedicated To Making Self-care As Simple As It Should Be. That Starts With Our Culture. We Are Challengers By Nature, And This Is How We Do Things

All In Together: We keep each other honest and have each other's backs.

Courageous: We break boundaries and take thoughtful risks with creativity.

Outcome-Obsessed: We are personally accountable, driving sustainable impact and results with integrity.

Radically Simple: We strive to make things simple for us and simple for consumers, as it should be.

Join us on our mission. Health. In your hands.

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