Job Information
Sanofi Group Manager Key Account Customer Fulfillment in Mumbai, India
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
- 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%
- 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%
- 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%
- 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
Pursue progress , discover extraordinary
Better is out there. Better medications, better outcomes, better science. But progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let’s be those people.
At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, ability or gender identity.
Watch our ALL IN video (https://www.youtube.com/watch?v=SkpDBZ-CJKw&t=67s) and check out our Diversity Equity and Inclusion actions at sanofi.com (https://www.sanofi.com/en/our-responsibility/equality-and-inclusiveness) !
Sanofi is dedicated to supporting people through their health challenges. We are a global biopharmaceutical company focused on human health. We prevent illness with vaccines, provide innovative treatments to fight pain and ease suffering. We stand by the few who suffer from rare diseases and the millions with long-term chronic conditions.
With more than 100,000 people in 100 countries, Sanofi is transforming scientific innovation into healthcare solutions around the globe. Discover more about us visiting www.sanofi.com or via our movie We are Sanofi (https://youtu.be/96EwNjb1TLo)
As an organization, we change the practice of medicine; reinvent the way we work; and enable people to be their best versions in career and life. We are constantly moving and growing, making sure our people grow with us. Our working environment helps us build a dynamic and inclusive workplace operating on trust and respect and allows employees to live the life they want to live.
All in for Diversity, Equity and Inclusion at Sanofi - YouTube (http://www.youtube.com/watch?v=SkpDBZ-CJKw&t=2s)