Customer Care Specialist - Order Management

KEY RESPONSIBILITIES AND TASKS:
Order receiving and checking:
* Responsible for receiving all the sales order of Retail form all Egypt governments and ensure that complies with Sanofi regulations by;
Ensure Order reality (check stamp / signature / check entry on system before)
duplication.
Accelerate implementing any order related to Retail & contracts to any level
to avoid order delay or returns. - ensure that all orders received must be
checked and send to sales admin. "Order processing team "within ‎24 hr.
Initiate/Follow up on stamping process for stamping order if needed .
Check price is reflected on System - with alignment with Controlling.
Generally, focus on checking on products included in the purchase orders
rightly reflected on Electronic Sales Order to ensure all products sent in the
order already included in those Retail in order to give high customer service
satisfaction and also to prevent returns.
Preventing duplicated orders, check & ensure implementation for any new
special price.
Archive the ESO "Electronic Sales order" & Original PO on server
Coordinate with controlling for any contracts & commercial advantage and
Retail' price esp. for new prices
Responsible for follow up / Solve on Retail order credit issue by cooperate
with sales team and Credit dept. either to reduce the order to fit to credit
limit for the customer or to align with Sales team to ensure credit unblock
after cheques receiving.
Align with credit depart. On daily basis in case of credit limitation for
certain customers to ensure partial delivery at least to prevent delays .
Check retail prices especially for new prices
* Committed to review prices by quotation that was found in the purchase order (Specially in case of new)
Updating ESO "Electronic Sales Order":
* Responsible to update And send new customer order forms "ESO" on monthly basis as minimum to ensure accurate and right updates for it in case of new GMID / New Customer code / pricing / new launches are included - in case of urgency she might update it on the spot and not waiting till end of month
Check returns and reason code :
* Review all returns claims and challenge back in order to reduce retunes originally, also proactively working to prevent returns and consequently reduce the number / Value of returns by managing with Filed Force/ Trade and Revenue/ Collection / Distribution Center / & Credit departments.
Issuing Credit / Debit notes
* Responds positively to solve price problems arising from customers in coordination with field forces through reviewing customer's invoices comparing with contracts terms & special prices offer then issuing credits / debits notes. / and proactively to prevent it also with cooperation with controlling team by checking the pricing and update the controlling by any new tender price not yet reflected on the system.
Cooperate transversally with stakeholders and partners across the organization
in order to ensure right implementation for Retailorders.
Maintain Compliance
* Abide by the requirements of the code of Ethics including but not restricted to maintaining high professional standards of conduct in line with the Company procedure with a duty of care to the reputation of the Company
Ethical Leadership
* Takes personal accountability to use personal experience and knowledge, as well as the training and tools provided by Sanofi, to maintain a good knowledge and understanding of all ethics and governance relevant to the role (including the Industry Code of Practice, Sanofi Policies and Procedures and any relevant legal requirements) and demonstrate personal leadership in applying these to all work undertaken.
Environmental and Safety Leadership
To care for his/her own safety and wellbeing and the safety of others, and to
co-operate with the company to ensure a safe place of work. Employees are
therefore expected to:
* Support and conform to Company safety rules and procedures to ensure a safe and healthy working environment
* Report any accident, incident or near miss, whether it be of personal injury or property damage
* Thoroughly read all safety documentation issues by the Company and comply with its requirements.
Others
* Perform other duties as assigned.
* Respect of company's values, code of ethics and social charter.
* Respect of personal data protection charter.
* Responsible for applying the HSE related requirements for the company in all related working procedures.
JOB-HOLDER ENTRY REQUIREMENTS :
Education: Bachelor degree preferable (Supply chain OR Finance major )
SKILLS, EXPERIENCE & KNOWLEDGE REQUIREMENTS
* +‎2 years relative experience (Finance-Supply chain- Trade) - preferable in Pharma industry
* SAP user is a must.
* Data Analysis and development
* Strong rigor and ability to multi-task and to organize, manage and prioritize deadlines
* Able to work in a fast-paced and demanding environment
* Collaborative and highly proactive attitude
* Strong analytical skills and problem solving.
* Ability to interact and communicate appropriately with numerous stakeholders
* Good English Language
* PTW Behavior
* Stretch to go beyond the level we have operated at up until now
* Take actions instead of waiting to be told what to do
* Act in the interest of our patients and customers
* Think one Sanofi
At Sanofi diversity and inclusion is foundational to how we operate and
embedded in our Core Values. We recognize to truly tap into the richness
diversity brings we must lead with inclusion and have a workplace where those
differences can thrive and be leveraged to empower the lives of our
colleagues, patients and customers. We respect and celebrate the diversity of
our people, their backgrounds and experiences and provide equal opportunity
for all.