Sanofi
Healthcare
CustomerContactManagementSeniorAnalyst(SpanishSpeaker)
Neural analysis suggests this role is
optimal for Senior candidates.
“Customer Contact Management Senior Analyst (Spanish Speaker) at Sanofi. Skills: Customer contact management, Sales order management, Customer service. Collect and register inquiries. Register requests”
What You'll Achieve.
Deliver best service for sales orders; Ensure positive customer experience; Resolution in effective and timely manner
Industry & Context.
Problem solving; Deductive skills; Analytical skills; Root cause analysis
What They're Looking For.
Must Have
2-4 years experience in Customer service, Understanding of order to cash processes, Hands-on experience of Salesforces Service Cloud, Knowledge of Microsoft Office, Expertise of MS Excel, Ability to interact with customers professionally, Team player, Good communication skills, Excellent English, Excellent Spanish
Nice to Have
Pharma experience, Good business acumen, Experience in call centers, Problem solving skills, Deductive skills, Analytical skills, Experience in process improvement project, SAP in S4 Hana experience, SAP experience
What You'll Do.
Collect and register inquiries
Answer customer calls
Manage customer expectations
Perform claims policy check
Escalate non-compliant cases
Coordinate with stakeholders to investigate cases
Liaise with third party
Liaise with internal sites
Inform internal stakeholders
Guarantee classification of requests
Guarantee classification of claims
Select resolution process
Manage subsequent documents
Ensure approval workflow is followed
Apply internal control rules
Monitor operational reports
Follow-up on requests
Communicate to customer
Document local specifics
Escalate inefficiencies
Support Core Model adherence
How You'll Work.
Team & Collaboration
Cross-functional collaboration; International collaboration; Work collaboratively transversally; Work with front line teams
Communication Scope
Customer communication
Process & Methodology
Process changes, System enhancements
Full Job Description
* _Location: Budapest, Hungary_ # # _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. Ready?_ _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._ **_Sales Order Management Budapest Hub Analyst_** _is responsible for managing and analyzing customer orders and interactions to ensure a seamless and efficient process._ _This role involves coordinating with various departments ((e.g Supply Chain, Commercial, Quality) analyzing data to improve customer satisfaction, and maintaining accurate records._ _Delivers the best service for sales orders management in line with SLA ensuring a positive customer experience._ _Address operational issues and follow through to resolution in an effective and timely manner._ **Main responsibilities** ** _•_ 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 positively influence their Customer Experience 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
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