Customer Service & Distribution Lead - Sanofi

About the Job

Customer Service

• Responds to all customer queries promptly either from own knowledge, departmental information or referring to relevant information source

• Liaises with Distributor staff at all levels to ensure that a high level of customer service is maintained

• Ensures that the Distributor pricing database is updated for all pricing adjustments, including SEP, bonus deals. Confirms Distibutor Pharma pricing audit reports and retains them for audit purposes

• Manage the pricing claims for Export, State, FMCG and private customers received from Distributor. Completion of necessary Medikredit & DOH (Department of Health) documents for new product launches.

• Maintains information files to ensure that all information is correct in terms of the reg. certificates, package inserts, product packaging samples, product information related to dimensions & codes, etc. are available when required,

• Managing returns for retail & FMCG as per SOP and maintain Returns tracker

• Analysing following reporting:

• Undelivered report for revenue recognition at month end

• Lost Sales reporting and feedback to KAM’s

• Daily Sales Reports analysis and feedback to team

• OTIF/n-fill KPI management with Key Account Customer

• New Product Listing

• Completion of New Product Listing Packs

• Application of Nappi codes from Medikredit

• Master data management

• Managing internal customer relationships with CHC internal/external stakeholders

• Recording all customer queries, together with responses for information and reporting purposes on the Customer Tracking systems in relation to all calls managed and ref. allocated for authorisations, etc.

• General ad-hoc tasks that require communications with DSV, new launches, out-of-stock, short-dated stock, discontinuations, etc.

• Collating and managing the orders for, tenders, sampling, etc. Maintains the necessary records for reporting purposes

• Maintaining the document records for audit purposes

Stock Activities

• Provide the freight forwarder with relevant documents for custom clearance of inbound shipments

• Preparing ASN (Advance Shipment Notice) documentation for Distributor for anticipated shipments

• GRN (Good received notes) stock into SAP/CEP system and ensure final invoice pack is sent to API (Active Pharmaceutical ingredient) for processing

• Variance reporting of 3PL stock versus the SAP/CEP stock and comment/manage the adjustments on month basis.

• Manage the expiry report with the Distributor and the Supply Chain Business Partner & maintain the destructions tracker and record the destructions

• Manage and maintain Material masters in SAP/CEP and with the Distributor for new launches, switches, changes, etc.

• Close of month-end reporting in SAP/CEP and ensure all balance and correct.

About You

• Matric

• Tertiary qualification

• Minimum 2 years in customer service/relations function (preferably Pharmaceutical)

• Knowledge of the FMCG / pharmaceutical environment would be advantageous

CORE COMPETENCIES & BEHAVIOUR

• Sets ambitious objectives while knowing how to take risks

• Develops skills, trains, and enables learning on the job

• Acknowledges the right to experiment and make mistakes

• Develops innovative ways to simplify/streamline ways of doing things

• Makes decisions & drives necessary changes for performance

• Knows how to deal with conflict

• Respects & exhibit the Sanofi values

• Fast learner and implementer

• Organizational skills, adherence to timelines

• Effective documentation and organisational learning management

• Able to work in an unpredictable environment

• Able to work under pressure

• Able to prioritise at short notice

• Understanding of customer needs

• Knowledge of audit requirements with document storage and referral system

• Sense of urgency

• Able to work with staff & customers at all levels

• Meticulous and attention to detail

• Tenacity and perseverance

• Customer service attitude

• Empathy

• Professional

• Persuasiveness

• Task orientation

KNOWLEDGE & SKILLS

• Excellent computer skills (MS office, Outlook, Teams, etc.)

• SAP experience advantageous

• Key aspects of the pharma / FMCG industry

• Logistics & Distribution procedures

• Customer groups within Pharmaceutical Industry

• Understanding of Single Exit Pricing

• Legislation pertaining to customers – pricing, information supply, product supply

• Analytical thinking skills

• Good communication skills

• Emotional intelligence

• Learning capability

• Problem-solving skills

• Computer literacy

• People skills

• Business communication

• Good telephone manner

• Task orientation

• Strong planning

• Developing skills, training, and enabling learning on the job

• Driving necessary changes for performance in line with the Play to Win behaviours

• Guaranteeing performance in the short, medium & long term, while respecting values

• Meeting and enforcing deadlines

• Assertive cross-functional management

• Professional