Customer Contact Management Senior Analyst

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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, the organization has doubled in size and increased its scope. 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

• Answer customer calls, manage their expectations and positively influence their Customer Experience at Sanofi

• 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 third party or internal sites in case of refusal, damage, overage, DC error, shortage

• Escalate, follow up cases where it is pending or input/decision on neighbouring functions (Trade, Quality, Distribution, External 3PL)

• 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 customers

• Ensure all local specifics are documented in the DTP, and followed accordingly

• Escalate to TL/Key users where exceptions are detected or inefficiencies found

• Support Core Model adherence initiatives (including process changes, system enhancements)

Experience

• At least 2-4 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 centers resolving customers issues (advantageous)

• Strong problem solving, deductive and analytical skills (advantageous)

• Experience in process improvement project (advantageous)

Hard and Soft Skills

Technical skills

• Hands-on experience of Salesforces Service Cloud(essential) & SAP in S4 Hana preferably

• Knowledge of Microsoft Office and expertise of MS Excel (essential) 

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

• Ability to oversee and understand complex processes

• Good understanding of (matrix)organizations, with multiple stakeholders

• 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)

Languages:

• Excellent English written and verbal 

• Excellent Spanish written and verbal

Pursue Progress. 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!

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!

Final compensation will be determined based on demonstrated experience, skills, location, and other relevant factors. Employees may be eligible to participate in Company employee benefit programs.