Sanofi Customer Service Jobs in Gauteng
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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
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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
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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
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