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Position Summary

This role will sit within our order management team. As a member of this team your responsibility will be to process sales subsidiary orders and manage the full cycle process. This will include handling the entire process from order entry to shipment releases.

Role and Responsibilities

• Order Processing for UAE & GCC clients involving PI creation, stock allocation and release to logistics for dispatch in current ERP systems.
• Facilitate end to end process steps, ensuring timely and error free results and 100% accuracy.
• Support in Planning & Executing the entire process of fulfilling customer contracts from order entry to release under part leader supervision.
• Analyze, qualify and complete change order request both for internal and external customers.
• Daily updating of order status and sharing with the related PICs in B2C IM OR/IR + AV sales dept., Supply Chain & Logistics along clients.
• Weekly sales closing, order earliness monitoring and dispatch documentations.
• Arrange SI’s for direct shipment and monitor the purchase order from the factory. Goods in Transit Monitoring for Direct Shipment billing.
• Assist in clearing Back Log orders and closing the same in conjunction with KAMS and SCM.
• Support in obtaining Order Secure Rate for the sales team.
• Ensure signed documentation i.e. Sales Orders / PO’s is available from customers and matching the contract requirements.
• Processing RMA as per HQ guidelines.
• Daily Customer Credit check for available and In Process funds. Additionally, follow up on Letter of Credit and related documentation.
• Perform validation of customer orders and all necessary internal approvals prior to processing orders.
• Processing of Debit / Credit Note when required under supervision of part leader

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Skills and Qualifications

• Ability to perform and work under different conditions and as a team player.
• Ability to work under time pressure
• Self-motivated and being able to work under minimum supervision
• Knowledgeable in MS Office applications
• Ability to provide accurate data, report and presentation

Qualifications:

Bachelor’s Degree in Business Mgmt. / Sales / Operations

Experience:

A minimum of 2 years of experience in sales order processing

Exposure to ERP, preferably SAP

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Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

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Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

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• To ensure smooth and efficient operations at the Contact Centre by providing all Customers with bespoke quality services and ensuring that their expectations are constantly met.
• To have a high level of product knowledge of the all shopping malls properties and facilities as well as the cities of all assets.
• To handle all inquiries received through calls, emails and NPS to the Contact Centre, from internal and external Customers.
• To ensure that the Contact Centre Team leader and Supervisor are updated and informed about all feedback received from Customers at the Contact Centre.
• To capture and log all customers’ requests and complaints in the system. Ensure to highlight urgent or sensitive complaints to the Contact Centre Team Leader and Supervisor.
• Handle Customer complaints according to the department’s processes and SOPs.
• Assist fellow Contact Centre Officers, whenever required.
• Conduct NPS call backs to probe and obtain further details about the Customers’ feedback.
• To log all details of NPS call backs in the system, add additional comments and classification if applicable.
• To validate and approve Customers’ receipts when participating in Marketing campaigns through self redemption tools.
• To handle incoming queries related to in-mall Hands-Free, including general enquiries, live package tracking and complaints.
• To provide accurate information to Customers related to running promotions set by the Marketing department and ensure execution as per the set SOP.

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• Ensure media enquiries are acknowledged and referred to the appropriate MAFP colleague or department.
• Report any shortage or faults (e.g. supplies shortage, faulty equipment, etc..) immediately to your Contact Centre Team Leaders/Supervisor
• Assist in monitoring all Contact Centre systems and report any problems or concerns immediately to the Customer Service Team Leader/Supervisor.
• Whenever delegated and in the absence of the Contact Centre Team Leader and Supervisor, to carry out Shift Leader duties by supervising the daily workload of the team and
• allocating tasks to the team members, organizing the break schedule of the Contact Centre Officers during their shifts, ensuringthat adequate coverage is maintained in order
• to optimize service provision and administrative support across the hours of operations, and ensure proper handover of all pending tasks to the Shift Leader of the following shift.
• Ensure Contact Centre metrics and targets are achieved.

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JOB TITLE:

Customer Engagement Coordinator

REPORTS TO:

H&RBD Lead

BUSINESS AREA:

Greater Gulf

GRADE:

L2-1

DATE AMENDED

Nov 2020

JOB PURPOSE

To implement and execute marketing activities/projects for promoted portfolio of Company products in Country in order to build strong brand awareness and maximise sales volumes and profits.

KEY RESULTS / ACCOUNTABILITIES

Support with day-to-day activities

• Contribute to the development and implementation of launch and tactical marketing plans that are in line with the local business strategy and meet agreed budget
• Mobilizing the team around country projects that aim at improving patient care.
• Participate in cross-functional brand teams’ sessions during planning and budget process/ and follow up for execution of agreed upon projects
• Business analytics and monthly reporting to Marketing Head and Country Head from country perspective
• Coordinate and manage symposiums, congresses and meetings in order to increase market presence for the company products
• Plan and monitor marketing expenditure within agreed budgets and recommends action to correct any variance from the plan
• Manage digital and virtual events and activities, ensure follow-up with digital agencies and secure approval of all required approvals
• Coordinate and manage events incorporated in brands tactical plans/ campaigns brief and interface with external agencies
• Initiate, build and maintain strong relations with key opinion leaders at country and regional level in order to increase market presence for the assigned company products
• 40% field time allocation

Budget Management & Events Support

• Manage assigned projects and ensure meeting projects’ KPIs for country
• Manage, operate and maintain electronic systems related to H&RBD Gulf BU initiatives
• Plan and coordinate launches, conferences and events related logistics in UAE. Manage all central projects for the BU (excluding RTMs and Group meetings).

Build/Maintain Corporate Governance

• Copy, edit, proofread, and revise internal / External marketing communications materials for Country
• Maintaining global materials with marketers and follow up approval process
• Mobilizing the team around country projects that aim at improving patient care (PSP programme and execution)

Weekly Reports

• Consolidate the list events and share with the Franchise Lead / BUH. (Launches, Standalone, Intl Sponsorships, V-RTM/Webinars, RTM)
• Work with business partners to determine event budget and manage expenses to that budget.

Maintain Compliance

• Abide by the requirements of the internal 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 (Sanofi Policies and Procedures and any relevant legal requirements) and demonstrate personal leadership in applying these to all work undertaken.
• Escalates any decisions, or seek the support of colleagues or management if personal knowledge and understanding is not at the level required to carry out any part of the role

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
• Assist in the investigation of accidents with the objective of introducing measures to prevent recurrence
• Thoroughly read all safety documentation issues by the Company and comply with its requirements. Escalate any doubts or uncertainties to their supervisor and / or manager.

KEY WORKING RELATIONSHIPS

INTERNAL

Cross Functional Collaboration with:

• Gulf Marketing Team
• Function Heads
• GM PMO
• CC Management

Regular Contact with :

• HRBPs and Head of HR
• Regional HR Centre of Expertise personnel
• Employees and Line managers in Sanofi Gulf

EXTERNAL

• KOLs
• Advertising agencies

SKILLS, EXPERIENCE & KNOWLEDGE REQUIREMENTS

• Communication skills
• Knowledge of digital solutions to integrate to improve patient care
• Strong follow up abilities and project management skills
• Ability to develop accurate, meaningful and reliable reports to management as well as other parts of the organization
• Strong knowledge and experience in the fields of pharmaceutics/Marketing and Project Management
• Analytical abilities
• Able to manage by influence, driving cross functional teams around country Projects
• Self-starter and ability to work independently as well as with other team members
• Good communicator, at a variety of levels, from sharing own vision to detailed implementation questions
• High commitment to business/Projects results and to team achievements
• Team player/ Multicultural knowledge and understanding
• Minimum of 2 years’ experience in pharmaceutical marketing in the GCC
• Hematology experience is a must
• Experience in rare blood disorders – preferred
• New launch experience – a plus

• Act for Change
• Cooperate Transversally
• Develop Self & others

Intermediate

Advanced

Advanced

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.

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