Senior Customer Fulfilment Coordinator
Mumbai, India Permanent Posted on Aug. 27, 2025Job 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
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