Customer Contact Management Senior Analyst

Job Title : Customer Contact Management Senior Analyst (French speaker)

Department : Sanofi Business Operations, Order to Cash

Location : Budapest

JOB PURPOSE:

- Responsible for managing customer contacts, requests and disputes from customers. Registers the cases in systems and classifies them according to the classification matrix. Performs a first analysis to analyze and resolve within fixed service level target time.

- Coordinates with other neighboring functions (e.g Supply Chain, Commercial, Quality) to close the case by gathering information and investigating. The objective is to reach the highest first call resolution rate and provide a positive customer experience framed by a target lead time determined by priorities.

This role requires a detailed understanding of Order to Cash activities passionated by customer satisfaction and problem resolution.

KEY ACCOUNTABILITIES:

• Registering activities

- 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 postiviely influence their Customer Expericence at Sanofi

- This activity is driven by “first call resolution” practice especially for requests.

• As case owner you are responsible to initiate and track until:

- 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 registrering 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 appropiate 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

• Support Process standardization

- Ensure all local specifics are documented in the DTP, and followed accordinly

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

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

JOB-HOLDER ENTRY REQUIREMENTS:

Language

· Excellent French and English written and verbal 

Functional Skills 

· 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)

Technical 

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

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

Interpersonal 

· 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)

Pharmacovigilance

Identifies, collects and reports to the Affiliate Pharmacovigilance Unit, according to the relevant local Pharmacovigilance procedures, all the adverse events as well as all the safety information concerning the Sanofi Group’s products, within one working day.

Quality

In the event that the employee receives notice related to quality complaint for Sanofi portfolio products (including medical devices), he/she shall report it to the Quality Department in accordance with the HUB procedure (DTP), within 1(one) business day from receipt.

Compliance

· Acts in line with all ethical & compliance rules of the Group.

· Assesses financial and business risks. Critical risk report to line (n+1 manager) in case of significant risk;

· Acts as a role model, in line with all ethical & compliance rules of the Group and promotes the highest ethical & compliance standards;

· Takes full responsibility for ensuring that corporate ethical standards, facilitating access to training and information, enabling a culture of ethical leadership and ensuring there are no compliance breaches through intent or misunderstandings/lack of knowledge;

· Takes personal accountability for understanding how to work in an ethical and compliant way. Highlights and, if necessary, escalates the actions or behaviours of internal and external people when they are not appropriate. Asks questions to colleagues, peers or manager when not sure of the appropriate way to complete tasks, to find a solution and helps others when required. Pro-actively seeks to understand and find ways to develop understanding of the Sanofi code of ethics, local relevant associations’ code of practice and internal control standards;

· It is mandatory for the employee to attend the organized ethics and compliance trainings, to perform the assigned eLearning modules and to fully comply to all Group standards in this regard.

HSE (Health, Safety & Environmental) Responsibilities

· Comply with all Sanofi HSE Corporate Policy & Requirements as well as local procedures and traffic regulations

· Respects the occupational health procedures and follow the instruction given by the occupational doctors 

· Promptly reports to the direct manager, local HSE and HR, any occupational accident, incident, near miss, illness, potential or real dangerous or emergency situations which may have consequences on the safety of the working places or the health whether it be a bodily injury or car damage and participate in the investigations with the objective of introducing measures to prevent reoccurrences and ensure that risks are adequately assessed and mitigated.

· Inspects the working premises in his/her responsibility and proposes measures to correct, reduce or eliminate the dangerous situations 

· Participates in training and simulation exercises regarding accidental environment contamination, fire prevention and other emergencies.