Job Title: Customer Fulfilment Operations Manager
About the Role:
In this challenging and rewarding role, you will oversee the daily execution of customer fulfilment operations while ensuring efficiency across the end-to-end process. Your key responsibilities will include managing stock levels, coordinating with external partners, and driving proactive stock management initiatives.
You will work closely with the SC Customer Engagement team to provide analytics and reporting support, and act as a key link between planning, logistics, customer engagement, and outsourced partners. Your day-to-day tasks will involve coordination and governance with the O2C team and local 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)
About You:
We are looking for an experienced professional who can bring expertise in customer fulfilment and drive process efficiency in complex supply chain environments. You should be analytical, solutions-driven, and thrive in fast-paced settings where customer outcomes are critical.
What We're Looking For:
Skills/Expertise/Experience:
1. 3-5 Years of experience in wide range of Customer Fulfilment activities, ideally in Biopharma industry
2. English language fluency
3. Preferred Skills/Expertise/Experience:
4. Knowledge of upstream Biopharma processes
5. Strong understanding of downstream Biopharma processes and local trade environment
6. Understanding of cost to serve finances and the ability to drive/track Customer Fulfilment improvements
7. Excellent systems (SAP, CCM, MS Office) skills
8. Strong project management skills
9. Strong analytical skills
10. Skilled in scenario planning, risk/benefit analysis, contingency planning and problem solving
11. Strong willingness to drive change as well as good internal marketing and communication skills
12. Strong negotiation and communication skills
13. Demonstrated high standards of integrity, professionalism, and commitment
14. Ability to motivate and influence resources that do not report directly to incumbent
15. Strong team facilitation and relationship building skills
16. Demonstrated ability to anticipate future consequences of scenarios and identify mission critical issues
17. Functional Competency Requirements:
18. S&OE process management - Master
19. Managing claims - Basic
20. Managing orders - Advanced
21. Managing transactional & commercial customer data - Basic
22. Developing customer fulfilment strategies - Basic
23. Managing export flows - Basic
24. Knowledge of Trade & Terms conditions - Intermediate
25. Managing S&OP & IBP processes - Basic
26. Managing carriers & 3PLs - Advanced
27. Managing master data - Intermediate
28. Customer Experience - Basic
29. Transversal Competency Requirements:
* Stretch Improving Transversal Collaboration - Intermediate
* Building Business Acumen - Basic
* Developing Situational Leadership Skills - Basic
* Improving Decision-Making - Intermediate