Customer Contact Management Analyst (Dutch Speaker)

• 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? As the

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.

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 Business Services (SBS) has doubled in size and increased its scope.

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

Main responsibilities:

• Collect and register inquiries, requests, claims, returns from external and internal customers in a timely manner, based on predefined priorities
• 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
• Guarantee that classification of requests and claims is consistently applied allowing to perform root cause analysis
• Select the appropriate resolution process as per request/claim management guidelines, manage subsequent documents, such as credit/debit memo and/or returns/refusals orders
• Monitor operational reports, follow-up on all requests and claims to secure resolution and communication to customer

About you

Experience:

• An expert in global processes (master data, sales orders administration, claims, credit, collection, reporting, process mining and data analytics), looking to share your knowledge
• A professional who thrives in an international environment, where you can develop your talent and realize ideas and innovations within a dynamic team of experts
• An agent for change, looking to develop new ways of working and driving company performance through continuous improvement that increases the company's working capital
• A person eager to be part of our transformation to make Sanofi best in class, while contributing to the company's results so they can be reinvested to support our purpose: We chase the miracles of science to improve people's lives

Soft 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)

Education:

• At least 1-3 years experience in Customer service in contact with the customers or similar (essential) preferably in Pharma
• Strong understanding of order to cash overall processes
• Good business acumen (advantageous)
• Experience in call centres resolving customers issues (advantageous)
• Strong problem solving, deductive and analytical skills (advantageous)

Languages:

• Excellent Dutch written and verbal
• Excellent English written and verbal
• Another European language is a plus

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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