National Accounts, Senior Order Fulfillment and Compliance Specialist

Job description

Your mission

Pierre Fabre is the 2nd largest dermo-cosmetics laboratory in the world and the 2nd largest private French pharmaceutical group. We are a leading multinational specialty healthcare company that researches, develops, manufactures, and commercializes pharmaceuticals and OTCs.

Pierre Fabre designs and develops innovative solutions that contribute to the well-being of all, from health to beauty. We achieve this by cooperating with health care professionals, by drawing relentless inspiration from nature, and by placing pharmaceutical ethics at the very heart of our operations.

Summary:

Pierre Fabre USA is seeking a dynamic and experienced National Accounts, Senior Order Fulfillment and Compliance Specialist for our retail accounts, including Target, Walgreens, CVS, and Ulta. The ideal candidate will be responsible for managing all aspects of order fulfillment and vendor compliance ensuring client satisfaction and fostering long-term partnerships with national accounts. In addition, the ideal candidate will have working knowledge of the CPFR function as we look to pilot this program with our top couple of accounts. This role will report to the Senior Manager, Customer Operations, and will be a key stakeholder in providing excellent service to our National Accounts to ensure maximum customer satisfaction.

Responsibilities:

Account Management:

· 
Serve as the primary point of contact within customer operations for National Accounts

· 
Develop and maintain strong relationships with internal and external key stakeholders

· 
Take ownership of customers’ issues and follow problems through to resolution

· 
Maintain an orderly workflow according to priorities

Order Fulfillment:

· 
Manage the entire order fulfillment process from start to finish

· 
Process orders and carefully review all data fields in EDI orders for data integrity and discrepancies

· 
Validate inventory availability and foster strong communication with sales, data operations, supply chain team and customers to proactively manage order fulfillment

· 
Ensure efficient communication of account-specific instructions and maintain follow-through with 3PL team members

· 
Develop expertise with Pierre Fabre systems, customer portals, and other platforms related to order fulfillment

· 
Document processes and cross-train Customer Care team members to avoid disruptions in service

Customer Satisfaction:

· 
Monitor customer satisfaction metrics and feedback from National Accounts

· 
Proactively address any issues or concerns raised by clients and work to quickly resolve them to maintain high levels of satisfaction

· 
Implement strategies to continuously improve customer experience and exceed expectations

Vendor Compliance:

· 
Review Retailer Guides to understand the unique requirements of each account and tailor services to meet their requirements

· 
Dispute chargebacks with merchants, maintain and improve record-keeping systems to provide more leverage during disputes

· 
Compile data to evaluate the causes of chargebacks, define corrective action, and improve processes to minimize errors

· 
Collaborate with internal team members to proactively prevent future issues

· 
Attend merchant training sessions and seminars to boost compliance and stay up-to-date on changing requirements; connect with various parties throughout the supply chain

Performance Management:

· 
Develop key performance indicators (KPIs) to measure the effectiveness of CPFR initiatives and track performance against targets

· 
Conduct regular analysis of supply chain data to identify trends, root causes of issues, and opportunities for improvement

· 
Generate reports and dashboards to communicate performance metrics and insights to internal and external stakeholders

Cross-Functional Collaboration:

· 
Collaborate with cross-functional teams including Sales, Demand Planning, Data Operations and Logistics to develop joint business plans and strategies

· 
Facilitate regular meetings and communication with internal teams and retail partners to review performance, resolve issues, and align on future plans

· 
Partner with IT for automation initiatives that will assist in ensuring clean orders as close to 100% as possible

Competencies:

· 
Strong client-facing and communication skills

· 
Strong oral and written communication skills to deal with customers as well as interpersonal and team-oriented capabilities

· 
High reactivity, responsiveness, excellent organizational skills and ability to prioritize, multi tasks

· 
KPI driven minded

· 
Ability to think strategically and to lead

· 
Advanced troubleshooting and multi-tasking skills

Required Education and Experience :

· 
Bachelor's degree in Business Administration, Marketing, or related field

· 
National Account experience is a must, to include Target, Amazon, Walgreens, CVS, Ulta, or similar accounts

· 
Proven experience in customer service management, preferably in a retail CPG environment

· 
Strong understanding of retail industry trends and dynamics

· 
Excellent communication and interpersonal skills, with the ability to build rapport and negotiate effectively with clients

· 
Demonstrated leadership abilities with experience in managing and developing high-performing teams

· 
Analytical mindset with the ability to interpret data and make data-driven decisions

· 
Proven track record of driving customer satisfaction and achieving business objectives

Work Environment / Physical Demands / Position Type and Expected Hours of Work:

· 
This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

· 
This is a largely sedentary role; however, some filing is required, which would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.

· 
The normal working hours of the office are from 8:30 a.m.– 5:00 p.m. Monday through Friday.

· 
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Travel (Not relevant)

See if our company is a fit for you:

True to My Nature

https://www.pierre-fabre.us/

Pierre Fabre is an equal employment opportunity employer and does not discriminate against any applicant because of race, creed, color, age, national origin, ancestry, religion, gender, sexual orientation, gender expression and identity, disability, genetic information, veteran status, military status, application for military service or any other class protected by state or federal law.

Who you are ?

We are convinced that diversity is a source of fulfillment, social balance and complementarity for our employees, which is why our offers are open to all, without restriction.