Sanofi Group Supervisor Accounts Specialist in Cambridge (U.S.), Massachusetts

Supervisor Accounts Specialist


Job Purpose:

The Team Leader is an on-the-floor resource for the Customer Operations (CO) Account Management Associate (AMA) Team. The Team Leader is responsible for ensuring day to day operations run smoothly, and he/she serves to guide and mentor AMA colleagues as needed. The Team Leader has no direct reports, but he/she serves as the primary intermediary between the CO team and management for operations-based activities. He/she may disseminate information to the team as needed, and is responsible for identifying training needs, systems enhancements, metrics trends, and daily staffing coverage.The Team Leader may also be responsible for a reduced territory.

Essential Job Responsibilities:

§Maintain extensive knowledge of company products, customer service processes, and the CO Account Management Associate (AMA) role.

§Act as a dedicated resource to AMA team: Be the “on floor” advisor to assist in working with and solving complex issues with account contacts, logistics teams, and Genzyme colleagues.

§Primary contact for the Distribution Center (DC) fulfilling all distribution requests: analysis and communication to the DC of expected sales orders for the day, troubleshoot SAP order errors, cancel shipments, reprint Sales Logix (SLX) packing slips, product complaint follow-up, and any late in the day order issues.

§Serve as the focal point to communicate and resolve all FedEx delay issues.

§Compile team metrics, aggregate individual adherence reports, distribute individual metrics to managers for discussion with direct reports.

§Provide initial training to new hires and participate in ongoing mentoring of team members as a whole. Ensure all have the necessary education and resources to succeed and advance as AMAs.

§Monitor and update the training manual, learning curriculum, and relevant SOPS.

§Assist in the maintenance and enhancement of customer and sales data to ensure accurate, usable information.

  • Perform routine auditing of commercial data within SLX

  • Perform daily invoice auditing, ensuring all lot numbers expiration dates, invoice numbers, and tracking information is up to date in SLX

§Troubleshoot to resolve all discrepancies between SLX and SAP data

§Oversee Returned Goods process for Customer Operations, ensuring all returns are processed within Genzyme’s policy.

§Provide insight about data quality issues, and participate in key initiatives to make improvements.

§Encourage AMAs to identify, develop and share best practices; roll out such practices to AMA team.

§Identify opportunities for process improvements; initiate improvements department-wide.

§Provide coaching and feedback to AMA colleagues to sustain and improve performance; provide guidance to AMA colleagues to foster career growth.

§Work in concert with CO Management and AMA team to ensure objectives are met.

§Send management daily inventory report for all Rare Disease products.

§Ensure team compliance with all Standard Operating Procedures related to product, distribution, returns, customer communications, customer invoicing, and complaint handling.

§Manage the out of office calendar & send daily coverage e-mail to the entire CO department

§Recap and track all huddle communications to the group.

§Intervene when necessary to aid the group in resolving issues, escalating any unresolved issues to management.

§Encourage creativity, risk-taking, and constant improvement.

§Foster an environment conducive to trust, open communication, creative thinking, and cohesive team effort.


  • Bachelor’s degree and 3 years of experience in an inside sales, account management, operations or analyst role.Will consider other equivalent experiences.

  • The candidate must possess & have current demonstrated knowledge of Customer Operations department policies & procedures.

  • Ability to perform responsibilities fromGenzymeCenter.This is not a remote position.

  • Firm organization and analytical capabilities with high attention to detail

  • Must be able to adapt to change, and prioritize in a dynamic and complex environment

  • Solid computer skills in Microsoft Office, PowerPoint, and Excel

  • Strong interpersonal skills to build and leverage trusting relationships

  • Ability to travel on occasion when business needs arise

Job: Supply Chain

Primary Location: United States-Massachusetts-Cambridge (U.S.)

Job Posting: Aug 8, 2016, 11:42:14 AM

Job Type: Regular

Employee Status: Regular