• Location: Budapest, Hungary

About the job

Our Hubs are a crucial part of how we innovate, improving performance across every Sanofi department and providing a springboard for the amazing work we do. Build a career and you can be part of transforming our business while helping to change millions of lives. Ready?

We’re 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.

Our Order to Cash (O2C) team aims for excellence, equipping Sanofi with a robust core model, seconded with best of breed digital solutions embedding artificial intelligence and machine learning functionalities.

Our international presence, our ambition to become a global reference player for all order to cash related processes mean that our team works on a variety of projects with opportunities for a rich mix of work. This leads to a challenging and stimulating professional experience full of growth and learning.

We offer a diverse and dynamic environment that’s growing at pace. Over the past two years, Sanofi Business Services (SBS) has doubled in size and increased its scope.

As one department within SBS, we’re also part of something much bigger. This provides opportunities for learning, growing, job moves and a diversified, fulfilling career.

Main responsibilities:

• Registering activities

• Collect and register inquiries, requests, claims, returns from external and internal customers in a timely manner, based on predefined priorities

• This activity is driven by “first call resolution” practice especially for requests.

• As case owner you are responsible to initiate and track until:

• Perform a claims/returns policy check, and escalate non-compliant cases to the accountable business contact for decision 

• Coordinate with internal or external stakeholders to investigate the cases based on the information gathering during registering process

• Liaise with the with third party or internal sites in case of refusal, damage, overage, DC error, shortage

• When relevant inform internal stakeholders to communicate decision

• Guarantee that classification of requests and claims is consistently applied allowing to perform root cause analysis

• Requests/Claims resolution:

• Select the appropriate resolution process as per request/claim management guidelines, manage subsequent documents, such as credit/debit memo and/or returns/refusals orders

• Ensure approval workflow is followed to obtain relevant approvals

• Apply internal control rules whenever required

• Monitor operational reports, follow-up on all requests and claims to secure resolution and communication to customer

About you

Experience:

• At least 2-4 years´ experience in Customer service in contact with the customers or similar (essential) preferably in Pharma  

• Strong understanding of order to cash overall processes

• Good business acumen (advantageous)  

• Experience in call centers resolving customers issues (advantageous)

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

Hard and Soft Skills:

• Hands-on experience of Salesforces Service Cloud(essential) & SAP in S4 Hana preferably

• Knowledge of Microsoft Office and expertise of MS Excel (essential)

• Ability to interact with customers in a professional manner (essential)  

• 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 (essential)  

• Good communication skills (essential)

Education:

Diploma on Economics/Trade/Foreign Trade/Logistics/Finance

Languages:

• Excellent Italian written and verbal   

• Excellent English written and verbal  

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

• Play an instrumental part in creating best practice within our Sales Order Management Team

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