Sanofi Group Logistics Analyst, Trade Customer Support in Bridgewater, New Jersey

Logistics Analyst, Trade Customer Support


At Sanofi US, we are committed to the growth of our people, connected in purpose by career, life and health.

Headquartered in Bridgewater, NJ, Sanofi US is part of a leading global healthcare company dedicated to discovering, developing and distributing therapeutic solutions focused on patients’ needs.

Sanofi has core strengths in diabetes solutions, human vaccines, innovative drugs, consumer healthcare, emerging markets, animal health and Genzyme.

Sanofi US employs approximately 17,000 people across the country all dedicated to protecting health, enhancing life and responding to the hopes and potential healthcare needs of seven billion people around the world.

Commitment is our Strength. Ready to grow together?

Sanofi US endeavors to make our career center accessible to any and all users. If you are experiencing difficulty and need assistance applying online, please call 1-800-207-8049 Option 7, then Option 3.

Sanofi US Services, 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.

This U.S. Trade Customer Support team member is an integral part of the order to cash process. Logistics Analyst, Trade Customer Support shall perform tasks on a daily basis that directly impact Sanofi, Winthrop and Genzyme business operations and customer relations to a substantial degree. Responsibilities shall require the Analyst to work independent of management and make decisions that have a significant financial impact to the business

Customer Relations Responsibilities:

  • External customer focus, serve as front line contact for wholesaler/Distributor

  • Manage DQSA customer interface and seek ASN issue resolution quickly

  • Manage Winthrop failure to supply and contract management as it pertains to returns and deductions

  • Conduct monthly wholesaler reviews consisting of customer service / order and downstream returns management

  • Winthrop order management based on Failure to supply/back order report and downstream channel inventory

  • Develop and maintain customer service scorecard wholesaler/Distributor

  • Management of divestiture contract agreement as it pertains to returns management

  • Conduct wholesaler customer service surveys and work with appropriate team members on integrating feedback into activities and process improvement

  • Support/back up in building reports for returns analysis

  • Vendor management for Genco and Inmar

  • Process claims/returns/IDOCS as needed

  • Manage the relationship with brand teams for returns/credits

Claims/Deduction Management Responsibilities:

  • Handles complaints and resolves grievances for claims associated with mishandling of product such as shortages and damages.

  • Issues credits for fees including those related to Failure to Supply, Stocking Allowances and more.

  • Investigates and resolves claims including confirmation that the customer's statement and actions are accurate and appropriate in accordance with the Distribution Performance Agreements and Trade Terms. Conducts research to obtain confirmation from internal and external partners, including Trading Partners and distribution vendors.

  • Where investigation including analysis of SAP data confirms credit is appropriate, issues credit. Releases credits with values up to $50K (as applicable based on Delegation of Authority (DOA) limit) without management review or approval.

  • Analyses SAP data to recognize trends, weaknesses, and opportunities to lower risk and improve processes.

  • Manages investigation of customer deductions to resolve in a timely fashion. This includes:

  • Weekly review of deduction report and thorough research – including communication with the customer - of each deduction to confirm validity of deduction.

  • Coordination with A/R & Credit to evaluate deductions and establish processes to reduce them.

  • Perform necessary procedure(s) to expedite reconciliation of issue.

Reverse Logistics:

  • Analyzes expired returns to ensure appropriate credit is issued.

  • Reconciles requests using Business Warehouse reports as well as Acrobat Convertor, Excel, and Reverse Logistics Vendor Software programs to develop appropriate documentation to support recommendation for credit.

  • Processes credits in SAP utilizing Automated Credit Approval Process up to their approved DOA limit.

  • Understands the root cause of discrepancies identifies trending and recommends process improvements to the Manager, Training and Process Integrity when appropriate.

  • When required, works with direct and /or indirect customers as well as third party processors to verify return details and ensure appropriate credit is issued.

  • Work with Sanofi’s Third Party Vendor to facilitate smooth Product Recalls when necessary.

Product Divestitures:

  • Understands divested product and the impact to customer returns, claims and deductions.

  • Participates as required on project teams facilitating aspects of product divestures.

  • Collaborates with Third Party Returns Vendor on transition of returns from Reverse Logistics Vendor to divested company vendor for minimal to no impact to customer.

Department Procedures:

  • Understands all applicable work instructions

  • Demonstrates proficiency in all aspects of Claim and Deduction Management and Reverse Logistics.

  • On bi-annual basis, reviews applicable work instructions to identify opportunities for improvement. Makes suggestions for changes to procedures to the team and the Manager.

  • Understands and can develop and run standard reports, e.g. Product Recall report.

  • Demonstrates knowledge of all departmental SOX controls.

  • Completes all corporate and departmental training within assigned time frames.

  • Demonstrates proficiency with and compliance to all corporate policies such as Human Resources, Corporate Compliance and Travel and Expense.


Bachelors Degree plus 1-3 year(s) experience.

Knowledge of order to cash process

Analytical and problem solving skills

Knowledge of SAP navigation & logic

Intermediate to advanced level Microsoft Excel experience required

Knowledge of Microsoft Office Suite

Excellent interpersonal and communication skills, both verbal and written

Self-starter with ability to work in team environment and foster cross-functional collaboration

Ability to work effectively and efficiently in a fast-paced environment

Exhibit a high level of professionalism

Self motivation and proactive work approach

Excellent organization skills

Ability to research, analyze and interpret data and make recommendations to management

Job: Supply Chain

Primary Location: United States-New Jersey-Bridgewater

Job Posting: Sep 27, 2016, 10:50:47 AM

Job Type: Regular

Employee Status: Regular