Customer Contact Management, Salesforce Business Specialist
Budapest, Hongrie Regular Posté le Sep. 16, 2025 Expire le Oct. 17, 2025- 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
#Sanofi
#SanofiCareers
#joinSanofi
#jobopportunities
#careeropportunities
#sscjob
#Sanofi_Budapest_Hub
#Budapest
#LI-EUR
#LI-hybrid
#customercontactmanagement
#salesforcebusinessspecialist
nullToujours Progresser. Découvrir l’Extraordinaire.
Rejoignez Sanofi et entrez dans une nouvelle ère de la science – où votre parcours peut être aussi transformateur que le travail que nous accomplissons. Nous investissons en vous pour que vous alliez plus loin, accélériez votre réflexion et accomplissiez ce qui n’a jamais été fait auparavant. Vous contribuerez à repousser les limites, à bousculer les conventions et à concevoir des solutions plus intelligentes pour les communautés que nous servons. Prêt·e à poursuivre les miracles de la science et à améliorer la vie des gens ? Poursuivons le progrès et découvrons l’extraordinaire – ensemble.
Chez Sanofi, nous croyons dans l’égalité des chances, sans distinction de race, de couleur, d’ascendance, de religion, de sexe, d’origine, d’orientation sexuelle, d’âge, de citoyenneté, d’état civil, de handicap, d’identité de genre ou de tout autre critère protégé par la loi.
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