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Reference # : 18-03041 Title : Coordinator III
Location : Bridgewater, NJ
Position Type : Contract
Experience Level : Start Date / End Date : 11/05/2018 / 08/05/2019  
Description
Main Functions and Service Value Stream
Centralize the relationship with customers for Order To Cash process (Order to Serve & CI2C):
Provide visibility on the status of customers orders, deliveries, invoices, and claims
Proactively inform the customer about order issues such as out of stocks
Maintain a record of the most common issues and problems and their solution status
Accountable for the issues and requests from their customers to ensure they are solved on time
Identify Service Strategy opportunities:
Collaborate with other SCRBS leads on implementation of Service Plans
Monitor Customer compliance to agreed service level terms
Collaboration with Master Data experts
Coordinate with Trade and Contract & Commercial conditions maintenance when there is new pricing or contract modifications or /and Customer master data requested by the customer
For selected customers / periods, double check product & price conditions in Sanofi and Customer system are aligned to prevent issues in the order mgmt. process
Collaboration with Order management experts:
Review blocked orders for certain scenarios with the customer and request to update and/or unblock them to Order Acceptance
Liaise with Stock Optimization and distribution for urgent delivery issues
Phone Order collection and review
Collaboration with Claims management and Reverse Logistics (Returns & Refusals)
SPOC for Customer Calls (for Order To Cash topics)
Forward claims information to Claims Registering for its registering in CCM
Claims resolution communication to customer as per customer service catalogue
Collaboration with Cash collection & Credit Management
Coordinate with CI2C for escalated overdue invoices for the customer
Collaboration with Training and compliance
Ensure training for team ties into business strategy and customer needs ? help define training programs in line with customer nuances, segmentation, and contractual commitments.
Customer focused Relationships
Responsible for the maintenance of partnerships and collaboration with external trade customers and Trade Account Directors including but not limited to:
External customer focus, serve as front line contact for Wholesaler/Distributor
Impeccable communications and notifications by emails or phone calls to trade customers around order management, data management, claim and return processing as well as deduction resolution
Conduct wholesaler customer service surveys and work with appropriate team members on integrating feedback into activities and process improvement with the Head of Customer Focused projects
Monthly operational business reviews to appraise service levels and metrics with wholesalers
Work with top tier wholesalers on process changes and improvements
Build and maintain customer service scorecard wholesaler/Distributor for returns and deductions
Build and ensure team strong alliances with the One Trade team to align with trade strategy and incorporate into our book of business
Work with One trade team, DC/transportation SMEs, brands to provide recommendations on reduction in returns volume as well as minimize deductions by working with lead on Reverse Logistics

Effective, clear, concise communication to external customers related to trade/order management and fulfilment
Effective and clear communication to team members ? must tailor information and content to individual needs and responsibilities
Continuous monitoring of team metrics and professionally identifying areas for improvement, working with others in a collaborative, team centered, and focused manner
Change ready and flexible to help teams prepare quickly for change, whether it is changes in customer commercial conditions or quick changes in business needs, launch, or priorities
Spirit must be positive and foster innovation and teamwork to make employees want to buy into positive change
Claim and Deductions Management

Bachelor?s Degree preferred with 5+ years? experience in pharma supply chain and/or customer service 5+ years