• 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 Order and Customer Contact Management Analyst will be responsible for managing and analyzing customer orders and interactions to ensure a seamless and efficient process.

This role involves coordinating with various departments (e.g Supply Chain, Commercial, Quality) analyzing data to improve customer satisfaction and maintaining accurate records.

Delivers the best service for sales orders management in line with SLA ensuring positive customer experience.

Address operational issues and follow through to resolution in an effective and timely manner

Main responsibilities

• Responsible for capturing, creating customer orders received from different channels accurately, timely and efficiently into the ERP system

• Responsible for Customer orders administration from order taking to invoicing

• Verify the accuracy and completeness of order information.

• Perform necessary checks based on incompleteness, blocks, reason for rejections. update orders in case necessary

• Automatic quantity allocation to orders based on stock availability, product allocation setup and customer prioritization. Follow customer fulfilment indication in case order allocation needs to be updated. Backorder processing. For non-confirmed order lines back-order processing through reprocessing or closing is being performed automatically or manually

• Coordinate with logistics and Customer Care teams to ensure timely fulfillment

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

• Answer customer queries via Email, Chat or Phone

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

• Handle customer requests, claims and resolve issues promptly.

• Responsible for E2E claims resolution, including follow up with other functions / teams, process covers also creating returns, credit/debit notes and obtaining proper level of approval

• Provide exceptional customer service and support

• Responsible for organizing local and hub interaction for the related processes to ensure flawless execution, especially on the aspects of impacted customer stock management with Customer Fulfillment representatives

• Ensure continuous improvement of the order management and customer contact management process

About you

Experience

• At least 2-4 years' experience in Customer service, Order Management, Customer Contact Management, Order to Cash contract & commercial conditions management or similar (essential) preferably in Pharma

• Experience in running services within a Business Services organization (advantageous)

• Experience in in transition project (advantageous)

• Good business acumen (advantageous)

• Understand commercial policies, pricing, rebates, on-off invoices, returns and claims policies (essential)

Hard and Soft Skills

Technical 

• Hands-on experience of SAP (R3/S4) (essential), SD module (advantageous)

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

• Experience with Case management tool (advantageous)   

Interpersonal 

• Strong professional knowledge of Order and Customer Contact Management

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

• Attentive to customer needs and feedback (essential)

• Ability to work autonomously and take ownership of tasks and processes (essential), capable of handling professional situations independently

• Team player, able to work collaboratively and with front line teams with an end-to-end mindset (essential)

• Ability to act as mentor, or advisor towards the medior or junior level team members

• Good communication skills (essential)

• Ability to think creatively, highly driven and self-motivated

• Detail-oriented with strong organizational skills

• Strong problem solving and analytical skills

• He/She can be involved in difficult professional, or into strategical decision preparations as advisor

• He/She is capable to handle sudden changes independently

• Strong stakeholder management she/he capable of collaborating with difficult stakeholders efficiently

• She/he is able to build up strong professional network in the organization – in case of sudden challenges the senior employee has advisors from his/her network

Language

• Excellent English in written and verbal

• Other European languages are advantageous

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

Discover our Code of Conduct, that serves as the moral compass that guides us when chasing the miracles of science to improve people’s lives. Please ensure to have read this document before applying.

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