Senior Customer Fulfilment Coordinator

Job Description:

Job Purpose

•    Manage Customer fulfilment daily operational activities execution (Sales & Operations Execution) and communicates to internal stakeholders
•    Responsible for the effectiveness of the overall Customer Fulfilment process
•    Support SC Customer Engagement team with analytics and reporting
•    Responsible for day-to-day coordination & governance with O2C team or of any local outsourced back-office activity

Key Accountabilities

•    Manage S&OE Process (Sales & Operation Execution) 
o    Execute proactive and reactive mid & short-term stock management in the legacy systems 
o    Share potential shortage & OOS identified for following 4 weeks to planning & Customer Fulfilment management  
o    Apply short-term stock management to steer Stock in Trade
o    Gather all OOS issues impacting customers in order to manage communication with the customer
o    SISO (Sales in Sales Out) and SIT (Stock in trade) control 

•    Customer Fulfilment Coordination
o    Decision on external and internal mitigation actions (delay deliveries, modify order quantity, propose substitution)
o    Provide product allocation per customer in a shortage situation
o    Defines backorders policy and prioritization decisions
o    Determine the orders that are eligible for fulfilment using short shelf-life (batch determination & customer agreement) 
o    Apply short-term stock management to drive SIT
o    Determine the maximum threshold for OOS and shortage: Customer accepted quantities, PAL, MOQ definition
o    Manage contact with the warehouse or 3PL relating to necessary fulfilment activities 
o    Enables customer communications via SC Customer Engagement 

•    Process Effectiveness & Analytics
o    Monitor the E2E fulfilment process running a defined set of reports and analysis to detect issues/inefficiencies and drive continuous improvements
o    Communicate root cause analysis of issues found 
o    Executes additional process analysis when requested 
o    Prepare/extract KPIs for fulfilment processes (S&OE, SIT, Root cause analysis of OTIF (On time in full) . OTIF performance is key KPI 
o    Support month end closing (S&OE landing) to ensure all steps defined in monthly sales objective are properly executed
o    Prepare SISO & SIT consolidation data's & analysis and documentation 
o    Manage VMI customer analytics & replenishment (where relevant)

•    Collaboration with SC Customer Engagement team
o    Supports necessary SC customer collaborative activity driven by SC Customer Engagement
o    Attends SC Operational meetings with VIP customers when necessary 

•    Outsourced Back Office or 3PL/4PL Activity Governance (where relevant)
o    Orchestration, governance & escalated activities of outsourced O2C or 3PL/4PL activity

About you 

Skills/Expertise/Experience:

•    Master's degree from an accredited college or university 
•    3-5 Years of experience in wide range of Customer Fulfilment/ Logistics / customer service / Distribution activities, ideally in Biopharma industry
•    English language fluency

Preferred Skills/Expertise/Experience:

•    Knowledge of upstream Biopharma processes 
•    Strong understanding of downstream Biopharma processes and local trade environment
•    Understanding of cost to serve finances and the ability to drive/track Customer Fulfilment improvements
•    Excellent systems (SAP, CCM, MS Office) skills
•    Strong project management skills 
•    Strong analytical skills
•    Skilled in scenario planning, risk/benefit analysis, contingency planning and problem solving
•    Strong willingness to drive change as well as good internal marketing and communication skills
•    Strong negotiation and communication skills 
•    Demonstrated high standards of integrity, professionalism, and commitment 
•    Ability to motivate and influence resources that do not report directly to incumbent 
•    Strong team facilitation and relationship building skills
•    Demonstrated ability to anticipate future consequences of scenarios and identify mission critical issues

Functional Competency Requirements:

•    S&OE process management - Master
•    Managing claims - Basic
•    Managing orders - Advanced
•    Managing transactional & commercial customer data - Basic
•    Developing customer fulfilment strategies - Basic
•    Managing export flows - Basic
•    Knowledge of Trade & Terms conditions - Intermediate
•    Managing S&OP & IBP processes - Basic
•    Managing carriers & 3PLs - Advanced
•    Managing master data - Intermediate
•    Customer Experience - Basic

Transversal Competency Requirements:

•    Stretch Improving Transversal Collaboration - Intermediate
•    Building Business Acumen - Basic
•    Developing Situational Leadership Skills - Basic
•    Improving Decision-Making - Intermediate

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. 
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