Customer Contact Management Senior Analyst

Customer Contact Management Senior Analyst   

About the job

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 Budapest Hub has doubled in size and increased its scope.

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

Our function at a glance:

Our O2C team to handle the following activities:  

1.   Master Data Management 

2.   Sales Order Management 

3.   Requests and Disputes Management 

4.   Credit Risk and Credit Data Management  

5.   Collections and Customer Contact Management 

6.   Cash Application and Receivables Management  

7.   AR related Month-end Closing, Reporting and Non-trade Invoice Management  

These operations are critical for Customer & patients products fulfillment, accurate accounting, generating cash flow, customer satisfaction.

Main responsibilities:

• Responsible for managing customer contacts, requests and disputes from customers. Registers the cases in systems and classifies them according to the classification matrix. Performs a first analysis to analyze and resolve within fixed service level target time.
• Coordinates with other neighboring functions (e.g. Supply Chain, Commercial, Quality) to close the case by gathering information and investigating. 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.
• This role requires a detailed understanding of Order to Cash activities passionated by customer satisfaction and problem resolution.
• 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 
• Experience in call centers resolving customers issues (advantageous)
• Participation in previous transition projects (advantageous) 

Soft skills:

• Strong understanding of order to cash overall processes
• Good business acumen (advantageous) 
• Hands-on experience of Salesforces Service Cloud & SAP (essential), S4 Hana preferably
• Knowledge of Microsoft Office and expertise of MS Excel (essential)
• Strong problem solving, deductive and analytical skills (advantageous)

Interpersonal skills:

• 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) 

Language:

• Excellent English and French written and verbal  
• Additional European language is a plus 

This job post is subject to local legal and social procedures where applicable.

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.

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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