Hybrid Senior Customer Contact Management Analyst

at Sanofi

• Job title: Senior Customer Contact Management Analyst
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: Cloud
• Location requirements: Hybrid, Budapest, Hungary

About the role

• Customer Contact Management Senior Analyst improving customer experience in a global healthcare company. Collecting and managing queries, claims, and returns efficiently.

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
• 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
• 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)

Requirements

• 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)
• Hands-on experience of Salesforces Service Cloud(essential) & SAP in S4 Hana preferably
• Knowledge of Microsoft Office and expertise of MS Excel (essential)
• 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)
• Excellent English written and verbal
• Excellent Spanish written and verbal

Benefits

• Flexible Location for Internal Posting
• Flexible Location for External Posting