Emploi SANOFI recrute Customer Engagement Specialist, Contact Customer / SAV / Call centers,Algeria, Alger, ,Zeralda

Customer Engagement Specialist (Alger)

Publication date: Mar 3, 2024
  • Function: Contact Customer / SAV / Call centers
  • Nb position : 1
  • Types of contracts: Permanent contract
  • Academic level : bachelor level +3
  • Experience : 4 to 5 years


Interacts as single point of contact with assigned Priority Customers concerning the O2C process. Responsible for the overall effectiveness of the Customer Fulfilment process. Proactively engages assigned customers to deliver effective communication & continuous improvements. Liaises with Trade & O2C functions to drive service levels, optimal cost to serve & satisfaction of customers. Creates positive customer experience, providing added value at every customer interaction.


  • Responsible for the SC relationship with assigned Priority customers
  • Accountable for any issues & requests from their assigned customers to ensure they are resolved on timely basis
  • Perform root-cause analysis & continuous improvement
  • Proactively act upon Voice of the Customer’ data to drive Customer Satisfaction
  • Optimize Customer Experience
  • Collaboration with Tactical Customer Engagement Lead
  • Support customer segmentation & joint scorecard processes
  • Help identify & execute SC customer collaboration activity
  • Monitor agreed service plans, value-generation & satisfaction targets
  • Support SC Operational meetings on a regular basis with top-segment customers
  • Collaboration with Global Customer Fulfilment CoE
  • Assists in local execution of global strategy
  • Actively participate in Global Customer Fulfilment community, sharing local best practice & adopting best practice seen elsewhere
  • Collaboration with Order Management experts
  • Review blocked orders for certain scenarios (i.e. trade terms compliance), with the customer. Make request to update &/or unblock them to Order Acceptance experts
  • Liaise with Customer Fulfilment Coordinator/s & Distribution/3PL in case of urgent delivery issues
  • Collaboration with Claims Management experts & Reverse Logistics (Returns & Refusals)
  • Point of contact for Priority Customer calls (for O2C matters)
  • Forward claims information to Claims Management experts for registering in ESKER
  • Claims resolution communication to customer as per customer service plan


  • University Bac+4
  • Experience in Order to Cash Processes
  • Knowledge in SAP CEP, Excel
  • Project Management desirable

Fluent English Desirable


Location: Algeria, Alger ,Zeralda

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