Customer Contact Management and Master Data Senior Analyst

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.

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 Operations (SBO) has doubled in size and increased its scope. As one department within SBO, we’re also part of something much bigger. This provides opportunities for learning, growing, job moves and a diversified, fulfilling career.

Responsibilities in Customer Contact Management:

• Registering activities including collecting and registering 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.

• 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

• 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

Responsibilities in Customer Master Data Management:

• Customer Master Data and data allowing process efficiency

• As data approver ensure Data Request completion as responsible for validating and completing master data requests if needed and applying data governance principles. They support the development of field names, definitions and formulas.

• Create and update customer master data, customer hierarchy, customer assortment, business partners and set up of master data blocks on customers.

• Create and maintain transactional master data fields influencing the order process: ex: Transportation zone, Order information/ acknowledgement outputs, invoice email address usage License numbers, unloading points/goods receiving hours- Rounding, Delivery setup, Delivery plant, Shipping condition and backorder attributes.

• Understand material master data fields influencing the order process: ex: Delivery plant material, Transportation group, Rounding profile, delivery unit.

• Data Quality and Data Cleansing activities

• Contract & Commercial conditions Management:

• Maintenance (create or update) of approved Gross Price List in the system based on commercial policy template upon request from Trade or any other appointed responsible by upload record in the system according to standard price scheme.

• Create and maintain master request On and Off Invoice contracts including payment terms.

• Perform 4Eyes check to ensure that the terms of the contract are well approved in the commercial policy.

• Create Settlement Request for off-invoice contract and monitor the process of the credit note creation.

About You

• Excellent communication skills (written, reading & speaking) in English

• At least 2-4 years´ experience in Customer service in contact with the customers, Order to Cash & /or master data management, contract & commercial conditions management or similar preferably in Pharma

• Experience in call centers resolving customers issues or in a Shared Service environment will be advantageous

• Good business acumen and understanding of order to cash overall processes

• Strong problem solving, deductive and analytical skills

• Hands-on experience of Salesforces Service Cloud & SAP in S4 Hana preferably, MDG, Condition Contract Management modules

• Experience being part of a project team member (leading or participating)

• Ability to interact with customers in a professional manner

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

• Ability to coach / train junior or new employees

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 50% of time from home / where you can easily schedule your office days

• 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

Pursue progress, discover extraordinary

Better is out there. Better medications, better outcomes, better science. But 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. So, let’s be those people.

At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, ability or gender identity.

Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!