Customer Engagement Spécialiste

Missions

Interacts as single point of contact with assigned Priority Customers concerning the O2C process. Responsible for the overall effectiveness of the Customer Fulfilment process. Proactively engages assigned customers to deliver effective communication & continuous improvements. Liaises with Trade & O2C functions to drive service levels, optimal cost to serve & satisfaction of customers. Creates positive customer experience, providing added value at every customer interaction.

Mains tasks

Responsible for the SC relationship with assigned Priority customers

• Accountable for any issues & requests from their assigned customers to ensure they are resolved on timely basis
• Perform root-cause analysis & continuous improvement
• Proactively act upon ‘Voice of the Customer’ data to drive Customer Satisfaction
• Optimize Customer Experience
  
  

Collaboration with Tactical Customer Engagement Lead

• Support customer segmentation & joint scorecard processes
• Help identify & execute SC customer collaboration activity
• Monitor agreed service plans, value-generation & satisfaction targets
• Support SC Operational meetings on a regular basis with top-segment customers
  
  

Collaboration with Global Customer Fulfilment CoE

• Assists in local execution of global strategy
• Actively participate in Global Customer Fulfilment community, sharing local best practice & adopting best practice seen elsewhere
  
  

Collaboration with Order Management experts

• Review blocked orders for certain scenarios (i.e. trade terms compliance), with the customer. Make request to update &/or unblock them to Order Acceptance experts
• Liaise with Customer Fulfilment Coordinator/s & Distribution/3PL in case of urgent delivery issues
  
  

Collaboration with Claims Management experts & Reverse Logistics (Returns & Refusals)

• Point of contact for Priority Customer calls (for O2C matters)
• Forward claims information to Claims Management experts for registering in ESKER
• Claims resolution communication to customer as per customer service plan
  
  

Qualifications Requises Du Poste

Compétences

• Customer Orientation
• Strong Communication
• Adaptability
• Relationship/Network Builder
• Analytical thinking and problem solving
• Results Orientation
  
  

Formation / Expérience professionnelle nécessaire

• University Bac+4
• Experience in Order to Cash Processes
• Knowledge in SAP CEP, Excel
• Project Management desirable
  
  

Condition (s) particulière (s) d’exercice

• Fluent English – Desirable
  
  

At Sanofi diversity and inclusion is foundational to how we operate and embedded in our Core Values. We recognize to truly tap into the richness diversity brings we must lead with inclusion and have a workplace where those differences can thrive and be leveraged to empower the lives of our colleagues, patients and customers. We respect and celebrate the diversity of our people, their backgrounds and experiences and provide equal opportunity for all.