Sanofi
CustomerContactManagementSeniorAnalyst
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Contact Management Senior Analyst at Sanofi. Skills: Customer Contact Management, Order to Cash, Customer Service, Salesforce Service Cloud. Manage customer contacts, requests and disputes. Register cases in systems”
What You'll Achieve.
Highest first call resolution rate; Positive customer experience; Target lead time determined by priorities
Industry & Context.
Problem resolution; Deductive skills; Analytical skills
Excellent French speaker
What They're Looking For.
Must Have
Excellent French and English written and verbal, At least 2-4 years´ experience in Customer service in contact with the customers or similar, Hands-on experience of Salesforces Service Cloud, Knowledge of Microsoft Office, expertise of MS Excel, 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, Good communication skills
Nice to Have
preferably in Pharma, understanding of order to cash overall processes, Good business acumen, Experience in call centers resolving customers issues, problem solving, deductive and analytical skills, Experience in process improvement project, SAP in S4 Hana preferably
What You'll Do.
Manage customer contacts
requests and disputes
Register cases in systems
Classify cases according to matrix
Perform first analysis to resolve cases
Coordinate with neighboring functions to close cases
Collect and register inquiries
Answer customer calls
Manage customer expectations
Perform claims/returns policy check
Escalate non-compliant cases
Liaise with third party or internal sites
Escalate and follow up cases
Inform internal stakeholders of decisions
Guarantee classification of requests and claims
Select appropriate resolution process
Manage subsequent documents
Ensure approval workflow is followed
Apply internal control rules
Monitor operational reports
Secure resolution and communication to customer
Document local specifics in DTP
Support Core Model adherence initiatives
How You'll Work.
Team & Collaboration
Coordinate with other neighboring functions (e.g Supply Chain, Commercial, Quality); Coordinate with internal or external stakeholders; Liaise with the third party or internal sites; Escalate, follow up cases where it is pending or input/decision on neighbouring functions (Trade, Quality, Distribution, External 3PL); Inform internal stakeholders to communicate decision; Work collaboratively transversally and with front line teams
Communication Scope
Excellent French and English written and verbal; Good communication skills
Full Job Description
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 allowin
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