Customer Care Collaboration - I choose to take care of myself, I choose Genfar_ The search for a fulfilling and healthy life is possible. At Genfar, this is achieved through its people. People with different nationalities, roles, knowledge, and beliefs constantly strive to bring the best in the healthcare industry, with high-quality standards, to the entire society. At Genfar, we commit to offering equal opportunities for all people. We are an inclusive company that encourages cultural diversity. - _ Location: Bogotá, Colombia_ - _ Job type: Permanent, Full time_ About the job Our Team: - At Genfar, we are leaders in the healthcare industry, providing the best quality medicines in Colombia, Peru, and Ecuador. When we seek to incorporate new talents into our team, we look for people with a high level of innovation, results orientation, agile and digital mindset, as well as a commitment to improving the quality of life of our patients._ - If your professional motivation is to grow in an industry that takes care of the health of those around you and pursues excellence and constant innovation, this is your opportunity!_ Main responsibilities: - The Customer Collaboration executes at Customer / Customer Cluster level the actions needed, in agreement with Trade and Service Level functions, to optimize the logistics process flows of product, cash and information to and from the point of sales/point of dispensation to increase Net Sales (Service improvement) and optimizes the total supply chain costs at designated customers through joint value creation._ Manages Market Service Strategy - Customer Segmentation: Provide feedback about any changes or updates needed on the Customer Segmentation for assigned customers given any changes on conditions - Market Service Catalogue: Propose changes, improvements and updates on the Market Service Catalogue considering the feedback received from assigned customers - Service Plans: Implement Service plans together with Trade and Service Level teams and measure their effectiveness. A detailed follow up is requested to ensure successful implementation Build Relationships and Partnerships - Developing relationships: internally with Trade, CI2C, ITS and Finance teams and externally with the Customer's key decision-makers and information sources ("Owners", "Evaluators" and "Implementers".) - Meet Customers: Coordinate and execute periodic Customer visits and follow-up meetings in order to review Customer’s satisfaction levels and analyse improvement opportunities to then generate joint action plans Assessing the Customer: their logistics and information requirements, capabilities and emerging needs - Selling of concepts and plans to the Customer: use persuasive and conceptual selling techniques to increase Customer acceptance rate to Sanofi’s Business and Logistics action plans and initiatives. Drive Value Creation - Creating Joint Customer Business Plans: create and prioritize logistics plans, gain Customer and Trade alignment, and implement the plans to deliver team results Improving and aligning cross-BU processes: impact on product flow, information flow and financial flow Implementing logistics tools: linking and optimizing the cost, reliability and responsiveness of the Supply Chain from Sanofi to the Point of Sales/Point of Dispensation (reducing non-value-added activities/costs) Implementing logistics initiatives: execute and implement logistics and Customer initiatives, by working together with Service Level, Distribution, Planning and Trade team; implement best practices from different Collaborative Models/Theories and assist Trade with GBU initiatives and volume-building events which require special logistics support Quantifying the Customer's logistics costs/savings and opportunities: Ensure available information for the quantification efforts to support reinvestment of logistics savings and help the Trade Team to translate savings into volume and share growth opportunities via investment in Trade fundamentals - Drive growth through availability at Point of Sales/Point of Dispensation: Analyse and propose plans around customer intelligence by deep diving on Trade Data (Sell Out and Stocks) to ensure availability at the last mile with efficient stock in trade level. Business Support - Ensure Customer performance culture: Analyse Joint Service KPI and Market Service Strategy outcomes, agreed with the Customer, on a periodical basis and execute action plans to solve issues - Respect and practice rigorously Quality, HSE, Pharmacovigilance, Compliance, Regulatory Affairs and Internal Control SOP and policies in all activities, identifying and correcting risky behaviours and communicating immediately any potential risk situation Success Measures: - Customer Fill Rate / On-time Order Cycle Time Claims Rate Customer DOH % Perfect Orders (examples: product availability, delivery reliability, invoice accuracy) Logistic menu implementation and compliance (examples: