• 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.

The main purpose of this role is to:

·       Identify, develop, manage, roll-out enhancements and improvements related to Salesforce processes for Customer Contact Management and other Order to Serve processes in scope for the Budapest HUB, collaborate with Salesforce Global Business Owner team, other HUB key users and local end users

·       Be a Salesforce Key User for the Budapest HUB, liaise with Sanofi Digital and external IT consultants both for troubleshooting and for process improvement/change requests

·       Be an SAP – S4HANA (ishift) Key user for the Customer Contact Management team, liaise with Sanofi Digital and external IT consultants both for troubleshooting and for process improvement/change requests

• Support the Customer Contact Management team by coordinating with other neighboring functions (e.g. Supply Chain, Commercial, Quality) to close the case by gathering information and investigating if required. The objective is to reach the highest first call resolution rate and provide a positive customer experience framed by a target lead time determined by priorities.

Main responsibilities

• Business as Usual support

  • Be the point of contact for the Budapest HUB users and O2S local coordinators about Salesforce related questions, possible defects, enhancement ideas

  • Be the point of contact for the Customer Contact Management team and O2S local coordinators about SAP issues impacting CCM related functionalities

  • Investigate issues, and confirm if it’s a user training issue/defect/enhancement

  • Address defects, service and change request to Digital teams, involve Global Process Lead/Expert when required

  • Execute system maintenance tasks which are restricted to perform by Business Admin role (e.g. case deletion, system setup changes)

• Salesforce implementation and scaling up support

  • Support roll-out of Salesforce to new country operations, following the transition plan

  • Collect improvement ideas, contribute to the design of the new functionalities

  • Assist on the Backlog Management, user stories detailed review & validation

  • Support the Business System Owner team by clarifying the requirements, answering questions or providing additional context / information when needed

• Testing & Hypercare

  • Perform and Coordinate UAT execution with users

  • Support on incidents collection and qualifications (Level 0) during hypercare

• Communication

  • Engage with the stakeholders (HUB users, managers & O2S local coordinators) to understand their issues, needs & gather feedback

  • Manage & Coordinate communication with project teams for enhancements

  • Collaborate with Digital teams, effectively translating business needs into IT terminology to design and develop solutions

• Requests and Disputes management, on demand

About you

Experience

• At least 3-5 years´ experience in Order to Cash (essential) preferably in Pharma  

• Contribution to a digital project in design and/or deploy phase (advantageous)

• Strong understanding of order to cash overall processes

• Has continuous improvement mindset

• Has strong problem solving, deductive and analytical skills

• Has strong visual skills to present and explain

• Works independently and proactively

• Has ability to scope, plan, execute, and track smaller projects with autonomy

• Has a result oriented, positive, creative, responsible approach

• Has attention to details and works with precision

• Has experience in working within a Business Services organization

Hard and Soft Skills

• Hands-on experience of Salesforces Service Cloud & SAP  (essential), 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  

• Is team player, who works well with every level of the organization

• Has engaging communication skills, is straight to the point

• Is attentive to customer needs, management requests and is receptive to feedback

Education

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

Languages

• Excellent English, verbal and written

• Second European language is an advantage (Dutch/French/Italian/Spanish/Portuguese)

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

PursueProgress. Discover Extraordinary.

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. You can be one of those people. Chasing change, embracing new ideas and exploring all the opportunities we have to offer. Let’s pursue progress. And let’s discover extraordinary together.

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

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

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