Customer Fulfilment Manager

Customer Fulfilment Management L2-1

Job Title- Customer Fulfilment Management

Job Location- Mumbai

Main Responsibilities & Accountabilities:

• 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

  • Execute proactive and reactive mid & short-term stock management in the legacy systems

  • Share potential shortage & OOS identified for following 4 weeks to planning & Customer Fulfilment management 

  • Apply short-term stock management to steer Stock in Trade

  • Gather all OOS issues impacting customers in order to manage communication with the customer

 

• Customer Fulfilment Coordination

  • Decision on external and internal mitigation actions (delay deliveries, modify order quantity, propose substitution)

  • Provide product allocation per customer in a shortage situation

  • Defines backorders policy and prioritization decisions

  • Determine the orders that are eligible for fulfilment using short shelf-life (batch determination & customer agreement)

  • Apply short-term stock management to drive SIT

  • Determine the maximum threshold for OOS and shortage: Customer accepted quantities, PAL, MOQ definition

  • Manage contact with the warehouse or 3PL relating to necessary fulfilment activities

  • Enables customer communications via SC Customer Engagement

 

• Process Effectiveness & Analytics

  • Monitor the E2E fulfilment process running a defined set of reports and analysis to detect issues/inefficiencies and drive continuous improvements

  • Communicate root cause analysis of issues found

  • Executes additional process analysis when requested

  • Prepare/extract KPIs for fulfilment processes (S&OE, Revisit, RCA OTIF)

  • Support month end closing (S&OE landing) to ensure all steps defined in monthly sales objective are properly executed

  • Prepare SISO & SIT consolidation data's & analysis and documentation

  • Manage VMI customer analytics & replenishment (where relevant)

 

• Collaboration with SC Customer Engagement team

  • Supports necessary SC customer collaborative activity driven by SC Customer Engagement

  • Attends SC Operational meetings with VIP customers when necessary

 

• Outsourced Back Office or 3PL/4PL Activity Governance (where relevant)

  • Orchestration, governance & escalated activities of outsourced O2C or 3PL/4PL activity

About you

Skills/Expertise/Experience:

• • Bachelor’s degree from an accredited college or university

  • 3-5 Years of experience in wide range of Customer Fulfilment 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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Experience Level

Mid Level