- Title - Manager Customer Fulfillment Experience
Location: Mumbai
Job type: Permanent
JOB DESCRIPTION
Position Details
Company Overview
Sanofi Consumer Healthcare India Limited (SCHIL) is a diversified global healthcare leader, focused on developing products that meet the health needs of people. SCHIL engages in the research and development, manufacturing, and marketing of prescription medicines, as well as consumer health products.
Department Overview
India SCHIL market supply chain team, manages planning, customer care and logistics with distribution Spend - 6ME, and network of 15 DCs, 3500 Customers.
Job title: Manager Customer Fulfillment Excellence
Direction & GBU: Supply Chain Management
Geographical Remit of Role: Region
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: Distributors, 3PL Partners, Transporters
Purpose
The Customer Fulfillment Process Manager oversees and optimizes the end-to-end customer fulfillment process, ensuring that orders are processed efficiently and meet customer expectations. This role involves managing key accounts, controlling the fulfillment operations through a control tower, training and developing teams including 3PL partners, and acting as a key user for SAP and other fulfillment-related tools.
Performance Standards: Duties & Responsibilities
Key Areas
Action Areas , Deliverables and Outcomes
Weightage
1. Process Management and Optimization
- Develop and implement strategies to streamline the order fulfillment process, from order placement to delivery
- Monitor and analyze key performance metrics (KPIs) to identify areas for process improvement.
- Collaborate with supply chain, logistics, and warehouse teams to ensure timely and accurate order fulfillment.
25%
2. Key Account Management
- Manage key accounts such as modern trade and online channels to ensure fulfillment processes meet their specific requirements. M
- Monitor and analyze key performance metrics (KPIs) to identify areas for process improvement.
- Develop and implement strategies tailored to the needs of key accounts to enhance satisfaction and operational efficiency.
- Oversee the control tower operations to ensure real-time visibility and coordination of the fulfillment process.
- Manage and resolve any issues or disruptions in the supply chain by coordinating with relevant teams and stakeholders.
25%
3. Training & Development
- Develop and deliver training programs for internal teams and third-party logistics (3PL) partners to ensure they are well-versed in fulfillment processes and standards. Ensure the alignment of the catalogue and product information between the GBU & Customer.
- Provide ongoing support and guidance to team members and 3PL staff to foster skill development and process adherence. Ensure that the processes (supply, returns etc) are aligned between the customer & GBU and define a dashboard with the shared indicators.
- Evaluate the effectiveness of training programs and make improvements as needed.
20%
4. Technology & Analytics
- Analyze fulfillment data and trends to drive decision-making and process improvements.
- Prepare and present regular reports on fulfillment performance, including metrics such as order accuracy, delivery times, and customer feedback.
- Utilize data to forecast demand and plan resources effectively.
- Act as a key user for SAP and other fulfillment-related tools, ensuring effective use and integration within the fulfillment process.
- Oversee the implementation and utilization of fulfillment management systems.
- Stay up-to-date with industry trends and advancements to recommend and integrate new tools and technologies.
15%
5. Stakeholder Management & Compliance
- Ensure fulfillment processes comply with company policies, industry regulations, and quality standards.
- Develop and enforce standard operating procedures (SOPs) for fulfillment activities.
- Conduct regular audits and reviews to ensure adherence to quality and compliance standards.
- Work with external vendors and partners to ensure they meet fulfillment requirements and standards.
- Coordinate with internal stakeholders, including sales, marketing, and IT, to align fulfillment processes with overall business goals.
15%
Pre-requisites
Knowledge, Skills & Competencies / Language
- Strong Analytical and Problem-Solving skills.
- Decision making, ability to prioritize.
- Negotiation skills, Conflict Management.
- Proficiency in SAP and other fulfillment management systems.
- Strong stakeholder engagement, Networking ability, Business Acumen
Process, System and Tools orientation.
Qualifications
- Graduate (Science / Commerce Preferred)
- 12-15 years of exp rience with 3-4 yrs in demand, supply planning and Customer Care
- 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.
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