O2C Request and Disputes Management Senior Analyst Iberia

• Location: Budapest, Hungary
• Flexible working: 60% home, 40% office
• Job type: Permanent, Full-time

About the job

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?

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.

Join our Order to Cash (O2C) team to help drive excellence with cutting-edge digital solutions, including AI and machine learning. We offer diverse global projects that ensure professional growth and learning in a fast-growing environment.

As part of Sanofi Business Services (SBS), you’ll have opportunities for career development within a larger, dynamic network. Our O2C team handles vital functions like sales order management, credit risk, collections, and more—ensuring product delivery, cash flow, and customer satisfaction.

We're seeking experts in global processes, innovators eager to drive change, and professionals passionate about transforming Sanofi into a best-in-class organization.

Main responsibilities

•  Manage customer requests, disputes, claims, and returns in a timely manner to ensure first call resolution and positive customer experience
• Collaborate with internal teams (Supply Chain, Commercial, Quality) to gather information and resolve cases within the service level target
• Ensure accurate classification of requests and claims for effective root cause analysis and resolution
• Follow the request/claim management guidelines to process necessary documents (credit/debit memos, returns orders) and ensure proper approval workflow
• Escalate complex cases to relevant departments when needed and track progress to resolution
• Support standardization of Iberia Order to Cash processes by documenting local specifics and suggesting improvements
• Monitor reports and ensure adherence to internal controls and core model processes for efficiency and compliance

About you

• Excellent written and verbal English and Portuguese; other European languages are a plus
• 2-4 years of customer service experience, preferably in Pharma, with strong understanding of order-to-cash processes
• Experience with Salesforce Service Cloud (essential) and SAP in S4 Hana; expertise in MS Excel
• Strong problem-solving, analytical skills, and business acumen; experience in process improvement projects
• Ability to interact professionally with customers and manage complex processes in a matrix organization
• Self-motivated, detail-oriented, organized, quick learner, and able to work under pressure
• Team player with strong communication skills, able to collaborate across teams

Why choose us?

• An international work environment, in which you can develop your talent and realize ideas and innovations within a competent team
• An attractive, market-oriented salary and cafeteria benefits
• Flexible home office policy, with a possibility to work up to 60% of time from home / where you can easily schedule your office days
• Work from an "Office of the Year 2023" award winner
• Collective life and accident insurance
• Yearly medical check-up
• An individual and well-structured introduction and training of new employees and we will dedicate a Buddy for you to better navigate in your first weeks
• Your own career path within Sanofi
• Your professional and personal development will be supported purposefully
• Join a great community & special events (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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