• 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.

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, Sanofi Business Operations has doubled in size and increased its scope.

As one department within Business Operations, we’re also part of something much bigger. This provides opportunities for learning, growing, job moves and a diversified, fulfilling career.

Main responsibilities:

This role reports to and works closely with the Customer Contact Management Manager.

The role covers regional responsibility for Customer Contact Management for ishift, all order to serve processes for Salesforce.

• Business as Usual support

  • Be the point of contact for the Budapest HUB users and O2S local coordinators about Salesforce related questions, possible defects, enhancement ideas

  • Be the point of contact for the Customer Contact Management team and O2S local coordinators about SAP issues impacting CCM related functionalities

  • Investigate issues, and confirm if it’s a user training issue/defect/enhancement

  • Address defects, service and change request to Digital teams, involve Global Process Lead/Expert when required

  • Execute system maintenance tasks which are restricted to perform by Business Admin role (e.g. case deletion, system setup changes)

• Salesforce implementation and scaling up support

  • Support roll-out of Salesforce to new country operations, following the transition plan

  • Collect improvement ideas, contribute to the design of the new functionalities

  • Assist on the Backlog Management, user stories detailed review & validation

  • Support the Business System Owner team by clarifying the requirements, answering questions or providing additional context / information when needed

• Testing & Hypercare

  • Perform and Coordinate UAT execution with users

  • Support on incidents collection and qualifications (Level 0) during hypercare

• Communication

  • Engage with the stakeholders (HUB users, managers & O2S local coordinators) to understand their issues, needs & gather feedback

  • Manage & Coordinate communication with project teams for enhancements

  • Collaborate with Digital teams, effectively translating business needs into IT terminology to design and develop solutions

About you

Experience:

• Registering activities

• Collect and register inquiries, requests, claims, returns from external and internal customers in a timely manner, based on predefined priorities

• 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 registering process

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

• 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 customer

Functional Skills  

• At least 3-5 years´ experience in Order to Cash (essential) preferably in Pharma  

• Contribution to a digital project in design and/or deploy phase (advantageous)

• Strong understanding of order to cash overall processes

• Has continuous improvement mindset

• Has strong problem solving, deductive and analytical skills

• Has strong visual skills to present and explain

• Works independently and proactively

• Has ability to scope, plan, execute, and track smaller projects with autonomy

• Has a result oriented, positive, creative, responsible approach

• Has attention to details and works with precision

• Has experience in working within a Business Services organization

Technical  Skills

• Hands-on experience of Salesforces Service Cloud & SAP  (essential), 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  

• Is team player, who works well with every level of the organization

• Has engaging communication skills, is straight to the point

Education:

Diploma on Economics/Trade/Foreign Trade/Logistics/Finance

Languages:

·       Excellent English, verbal and written

·       Second European language is an advantage

 (Dutch/French/Italian/Spanish/Portuguese)

Why choose us?

• Bring the miracles of science to life alongside a supportive, future-focused team

• Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally

• Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact

• Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks’ gender-neutral parental leave

• Play an instrumental part in creating best practice within our Sales Order Management Team

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