Head of Customer Service

Job Title: Head of Customer Service, US Vaccines

About the Job

Our organization in North America is growing fast, and we’re always looking for talented professionals to join our Commercial Operations’ team.

We are an innovative global healthcare company that helps the world stay ahead of infectious diseases by delivering more than 500 million vaccine doses a year. Across different countries, our talented teams are exploring new technologies to protect people and promote healthy communities. We chase the miracles of science every single day, pursuing progress to make a real impact on millions of patients around the world.

Why join our team?

Our Commercial Operations team aims for excellence. We offer a diverse and dynamic environment that’s growing at pace. Over the next two years, we aim at growing our US business by $ 1 billion.

A Business and Technology Modernization department within Commercial Operations was recently created with the objective of dramatically modernizing our operations and seamlessly serving our customers. Following a SAP/ERP implementation, the time is ripe to enhance our customer experience.

As one key function and team within Business and Technology Modernization, Customer Service’s mission is to provide excellent support and solutions and to delight our customers.

You will also be part of a transformation and modernization journey the business unit and company is undergoing. We provide opportunities for learning, growing, job moves and a diversified, fulfilling career in the US or worldwide.

Our function at a glance:

The Customer Service Head will handle 3 strategic directions:  

• Managing a large customer service team with different capabilities, support models (Customer Services, White Glove Services; internal and external)

• Optimizing current operations and ways of working to improve efficiency while maintaining excellence in service

• Bridging traditional healthcare customer service excellence with emerging AI technologies

Connect with us if you are…

• A leader with extensive experience in managing a large customer service team (50+)

• A seasoned operator in customer service (escalation and resolutions, process flows, master data, sales ordering, claims, credit, collection, reporting and data analytics), looking to share your experience and knowledge

• Experienced with CS in health care in a direct sale and indirect sales model with a large customer base

• An agent for change, looking to develop new ways of working including AI implementation and driving company performance through continuous improvement.

• A professional who thrives in a complex environment, where you can develop talents and realize ideas and innovations within a dynamic team of experts.

We are an innovative global healthcare company that helps the world stay ahead of infectious diseases by delivering more than 500 million vaccine doses a year. Across different countries, our talented teams are exploring new technologies to protect people and promote healthy communities. We chase the miracles of science every single day, pursuing progress to make a real impact on millions of patients around the world.

Main Responsibilities:

• Leadership and Strategy:

  • Lead a large team of customer service professionals (internal and external) handling inquiries from healthcare providers from doctor’s offices, hospitals, health systems

  • Execute customer service strategies across multiple channels, aligned with organizational goals and pharmaceutical industry standards. 

  • Collaborate with internal tech teams and AI vendors to pilot and implement initial AI customer service solutions

  • Monitor team performance and provide regular feedback and coaching.

• Operations:

  • Oversee the entire customer service process, including order processing, delivery tracking, and completion.

  • Resolve complex customer service issues, such as: handling product storage and transportation concerns, addressing adverse event reports and coordinating with medical teams, managing product replacements.

  • Manage continuous improvements on behalf of the Commercial team, ensuring seamless integration with existing commercial processes, driving simplification and modernization.

  • Pilot / champion AI solutions for customer interaction automation, ex. chatbots and virtual assistants

• KPIs / Metrics:

  • Optimize KPIs and analyze customer service metrics and identify areas for improvement.  Ensure communication to senior management on CS related KPIs and metrics.

  • Implement standard operating procedures (SOPs) for customer interaction and complaint handling

  • Manage budget to targets and identify opportunities for optimization and efficiency improvements

• Communication & Stakeholder management:

  • Coordinate with CX managers to ensure a seamless and positive experience across all channels.

• Collaborate with cross-functional teams, including Order-to-Cash, Supply Chain, Digital teams, identifying and implementing additional system improvements such as automating manual processes in master data management, enhancing data analytics capabilities, optimizing system performance.

About You

Language

• Excellent English written and verbal 

Functional Skills 

• At least 7 years’ experience in Customer services and 4+ years in a leadership role (essential)

• Demonstrated experience leading organizational change (essential)

• Experience implementing or piloting AI-powered customer service solutions (essential)

• Experience with CRM systems and customer service technologies (essential)

• Experience implementing or piloting AI-powered solutions in customer service (essential)

• A solid experience in the pharma industry (advantageous) 

• Good business acumen (advantageous) 

• Strong problem solving, deductive and analytical skills (advantageous) 

Technical 

• SAP (essential)

• Proficiency in customer service analytics and reporting tools (essential)

• Process flows within customer services (essential)

• Understanding AI/ML implementation in customer service contexts (advantageous)

Interpersonal 

• Ability to interact with internal clients

• Is self-motivated, well organized, hard-working, detail-minded, clear thinker, quick learner

• Well-inclined towards change and has the ability to work under pressure.

• Team player, able to work collaboratively transversally and with front line teams with an end-to-end mindset  

• Good communication skills

Why Choose Us?

• Bring the miracles of science to life alongside a supportive, future-focused team.

• Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally.

• Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.

• Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks’ gender-neutral parental leave.

Sanofi Inc. and its U.S. affiliates are Equal Opportunity and Affirmative Action employers committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; marital, domestic partnership or civil union status; sex, gender, gender identity or expression; affectional or sexual orientation; disability; veteran or military status or liability for military status; domestic violence victim status; atypical cellular or blood trait; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by law.

#GD-SP ​
#LI-SP    

#LI-Onsite
#vhd

Pursue progress, discover extraordinary

Better is out there. Better medications, better outcomes, better science. But progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let’s be those people.

At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, ability or gender identity.

Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!

US and Puerto Rico Residents Only

Sanofi Inc. and its U.S. affiliates are Equal Opportunity and Affirmative Action employers committed to a culturally inclusive and diverse workforce. All qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; natural or protective hairstyles; marital, domestic partnership or civil union status; sex, gender, gender identity or expression; affectional or sexual orientation; disability; veteran or military status or liability for military status; domestic violence victim status; atypical cellular or blood trait; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by law.