Customer Fulfillment Lead Egypt

<h3><i>About Sanofi:</i></h3><h3>We’re an R&amp;D-driven, AI-powered biopharma company committed to improving people’s lives and delivering compelling growth. Our deep understanding of the immune system – and innovative pipeline – enables us to invent medicines and vaccines that treat and protect millions of people around the world. Together, we chase the miracles of science to improve people’s lives.</h3><h3></h3><h3><i>About the job</i></h3><ul><li><h3>Manage efficient and compliant Order to Cash (O2C/COMET) processes and customer-centric activities. Responsibilities include empowering teams to optimize daily operations such as Customer Fulfillment Support (S&amp;OE process); SC Customer Engagement, Order to Serve processing contact center management, order, and claim reconciliation</h3></li><li><h3>Additionally, managing relationships with reverse O2C and logistics internal &amp; external partners, ensuring proper customer crediting, and compliance with internal and SOX controls are key tasks. The focus is on optimizing stock processes, streamlining the S&amp;OE process, and enhancing SC Customer Engagement to improve overall customer experience in the fulfilment process</h3></li></ul><p></p><h3><b>Key Responsibilities </b></h3><ul><li><h3><b>Order to Cash Process Activities</b></h3><ul><li><h3>Managing E2E order to serve processing COMET to ensure timely fulfilment and process adherence</h3></li><li><h3>Empowering Customer Fulfilment team teams to conduct day-to-day operations efficiently and effectively</h3></li><li><h3>Implementing lean principles to streamline order fulfilment processes and reduce lead times for OTIF improvement</h3></li><li><h3>Optimizing stock processes to minimize stockouts and excess inventory</h3></li><li><h3>Streamlining the Sales and Operations Execution (S&amp;OE) process to enhance D2C and forecasting planning</h3></li><li><h3>Ensuring proper customer crediting in compliance with internal policies and SOX controls</h3></li><li><h3>Conducting regular audits of logistics operations to identify inefficiencies and areas for improvement</h3></li><li><h3>Developing contingency plans to mitigate risks such as supply chain disruptions or transportation delays</h3></li><li><h3>Implementing sustainability initiatives to reduce the environmental impact of logistics operations, such as optimizing packaging and transportation methods</h3></li><li><h3>Analysing sell-in and sell-out data to understand market demand and adjust production and distribution accordingly.</h3></li><li><h3>Monitoring stock in trade levels to ensure optimal inventory management and minimize carrying costs</h3></li><li><h3>Analysing SISO data to identify sales trends, market opportunities, and potential risks.</h3></li><li><h3>Continuously evaluating and adjusting SIT and SiSO strategies to meet changing market conditions and customer demands.</h3></li><li><h3>Defines backorders policy and prioritization decisions with trade</h3></li></ul></li></ul><ul><li><h3><b>Simplification</b></h3><ul><li><h3>Drive development &amp; execution of simplification plans</h3></li><li><h3>Ensure simplification benefits are realizable &amp; tracked </h3></li></ul></li></ul><ul><li><h3><b>Collaboration</b></h3><ul><li><h3>Engaging with key stakeholders to ensure alignment and collaboration across the organization.</h3></li><li><h3>Contributing to trade and pricing initiatives to optimize root-to-market strategies and distribution costs</h3></li><li><h3>Analysing customer feedback and order data to identify opportunities for process improvement and enhance customer satisfaction</h3></li></ul></li></ul><ul><li><h3><b>Process Effectiveness &amp; Analytics</b></h3><ul><li><h3>Monitor the E2E fulfilment process running a defined set of reports and analysis to detect issues/inefficiencies and drive continuous improvements</h3></li><li><h3>Implementing performance metrics and KPIs to track the effectiveness of customer fulfilment and logistics operations and drive continuous improvement efforts</h3></li><li><h3>Communicate root cause analysis of issues found</h3></li><li><h3>Executes additional process analysis when requested</h3></li><li><h3>Support local team with reporting &amp; KPIs</h3></li><li><h3>Prepare/extract KPIs for fulfilment processes</h3></li><li><h3>Support month end closing to ensure all steps defined in the local policies are properly executed</h3></li><li><h3>SISO &amp; SIT consolidation &amp; analysis</h3></li><li><h3>Manage VMI customer analytics &amp; replenishment (where relevant)</h3></li></ul></li></ul><ul><li><h3><b>Outsourced Activity Governance (where relevant)</b></h3><ul><li><h3>Orchestration &amp; governance of outsourced back-office activity</h3></li></ul></li></ul><h3></h3><h3><i>About you </i></h3><ul><li><h3>Bachelor’s degree from an accredited college or university</h3></li><li><h3>5&#43; Years of experience in full range of Customer Fulfilment (incl. Customer Facing) activities, ideally in Biopharma industry</h3></li><li><h3>English language fluency</h3></li></ul><h3><b>Preferred Skills/Expertise/Experience:</b></h3><ul><li><h3>Knowledge of upstream Biopharma processes</h3></li><li><h3>Strong understanding of downstream Biopharma processes and local trade environment</h3></li><li><h3>Understanding of how to effectively engage external customers</h3></li><li><h3>Understanding of Customer Experience principles</h3></li><li><h3>Understanding of cost to serve finances and the ability to drive/track Customer Fulfilment improvements</h3></li><li><h3>Excellent systems (SAP, CCM, MS Office) skills</h3></li><li><h3>Strong project management skills, analytical skills, negotiation and communication skills</h3></li><li><h3>Skilled in scenario planning, risk/benefit analysis, contingency planning and problem solving</h3></li><li><h3>Strong willingness to drive change as well as good internal marketing and communication skills</h3></li><li><h3>Demonstrated high standards of integrity, professionalism, and commitment</h3></li><li><h3>Ability to motivate and influenc-e resources that do not report directly to incumbent</h3></li><li><h3>Strong team facilitation and relationship building skills</h3></li><li><h3>Demonstrated ability to anticipate future consequences of scenarios and identify mission critical issues</h3></li></ul><h3><b> Functional Competency Requirements:</b></h3><ul><li><h3>Advanced in undefined process management - Knowledge of Trade &amp; Terms conditions -  Managing carriers &amp; 3PLs - Managing master data - Developing customer fulfilment strategies</h3></li><li><h3>Managing claims, orders, transactional &amp; commercial customer data, export flows, S&amp;OP &amp; IBP processes &amp; Customer Experience </h3></li></ul><h3><b>Transversal Competency Requirements:</b></h3><ul><li><h3>Advanced in Improving Transversal Collaboration, Building Business Acumen, Developing Situational Leadership Skills, Improving Decision-Making</h3></li></ul><h3></h3><h3><i>Why choose us?</i></h3><ul><li><h3>Ready to push the limits of what’s possible? Join Sanofi in one of our corporate functions and you can play a vital part in the performance of our entire business while helping to make an impact on millions around the world.</h3></li><li><h3>Make your work count by supporting a company that brings life-changing treatments to millions — and is committed to doing right by patients, communities, and the planet.</h3></li><li><h3>Drive progress from within by helping simplify, scale, and modernize how a global biopharma business delivers smarter, faster, and more sustainably.</h3></li><li><h3>Support teams across science, medicine, and operations by building better systems, shaping bold strategies, and enabling innovation at speed.</h3></li><li><h3>Make an impact across borders and functions, collaborating with leaders to turn complex challenges into real-world solutions.</h3></li><li><h3>Advance your career through stretch roles, cross-functional moves, and development opportunities designed to match your ambition.</h3></li><li><h3>Thrive in inclusive, high-performing teams where every role matters and every voice helps shape what’s next.</h3></li></ul><h3></h3><p style="text-align:inherit"></p><p style="text-align:inherit"></p><h1>Pursue <i>progress</i>, discover <i>extraordinary</i></h1><p>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.</p><p></p><p>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.</p><p></p><p>Watch our <a href="https://www.youtube.com/watch?v&#61;SkpDBZ-CJKw&amp;t&#61;67s" target="_blank">ALL IN video</a> and check out our Diversity Equity and Inclusion actions at <a href="https://www.sanofi.com/en/our-responsibility/equality-and-inclusiveness" target="_blank">sanofi.com</a>!</p>