Customer Contact Management, Salesforce Business Specialist

• Location: Budapest – Sanofi Business Operations, Váci Greens

About the job

Ready to push the limits of what’s possible? Join Sanofi in one of our corporate functions and you can play a vital part in the performance of our entire business while helping to make an impact on millions around the world.

We are an innovative global healthcare company with one purpose: to chase the miracles of science to improve people’s lives. We’re also a company where you can flourish and grow your career, with countless opportunities to explore, make connections with people, and stretch the limits of what you thought was possible. Ready to get started?

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 hyper care

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

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 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 3-5 years´ experience in Order to Cash preferably in Pharma 
• Contribution to a digital project in design and/or deploy phase
• Strong understanding of order to cash overall processes

Soft and technical skills

• Ability to interact with customers in a professional manner
• 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
• 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
• Hands-on experience of Salesforces Service Cloud & SAP, S4 Hana preferably
• Knowledge of Microsoft Office and expertise of MS Excel

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
• Flexible home office policy, with a possibility to work up to 60% of time from home / where you can easily schedule your office days
• Join a great community & special event (Weekly Yoga/Pilates classes, Monthly Board Game Nights, Summer Events, Well-Being Lectures & Sport Clubs)

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!

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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