Customer Contact and Order Management Senior Analyst

• Location: Budapest - Sanofi Business Operations, Váci Greens

About the job

Ready to push the limits of what's possible? Join Sanofi in one of our corporate functions and you can play a vital part in the performance of our entire business while helping to make an impact on millions around the world. As Customer Contact and Order Management Senior Analyst within our Order to Cash team, you'll responsible of the creation/modification of customers, pricing conditions and contract agreements mainly in SAP, you'll own the operational master data management such as master data creation and maintenance in the relevant systems.

We are an innovative global healthcare company with one purpose: to chase the miracles of science to improve people's lives. We're also a company where you can flourish and grow your career, with countless opportunities to explore, make connections with people, and stretch the limits of what you thought was possible. Ready to get started?

Main responsibilities

• Register customer inquiries, requests, claims, and returns promptly via Email, Chat, or Phone, prioritizing "first call resolution" for requests
• Manage cases by performing claims/returns policy checks, escalating non-compliant cases, and coordinating investigations with relevant stakeholders
• Liaise with third parties or internal sites for cases involving refusal, damage, overage, DC error, or shortage
• Escalate quality complaints for Sanofi portfolio products (including medical devices) to the Quality Department within 1 business day
• Consistently apply classification standards for requests and claims to enable root cause analysis
• Follow appropriate resolution processes for requests/claims, manage documents (e.g., credit/debit memos), and ensure approval workflows are followed
• Track and monitor operational reports to follow up on requests and claims, ensuring timely resolution and communication with customers
• Capture, verify, and manage customer orders from entry to invoicing in the ERP system, ensuring accuracy and completeness of each order

About you

• Excellent/Native written and verbal English skills; a second European language is a plus
• 2-4 years of customer service experience, preferably in Pharma, with strong understanding of order-to-cash processes
• Experience in call centers and process improvement projects (advantageous)
• Hands-on experience with SAP (R3/S4) required, SD module and case management tool experience advantageous
• Proficient in Microsoft Office with advanced MS Excel skills
• Professional customer interaction skills and strong communication abilities
• Self-motivated, organized, detail-oriented, with the ability to oversee complex processes and work under pressure
• Team player with collaborative, end-to-end mindset, and familiarity with matrix organizations and multiple stakeholders

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
• Flexible home office policy, with a possibility to work up to 60% of time from home / where you can easily schedule your office days
• Join a great community & special event (Weekly Yoga/Pilates classes, Monthly Board Game Nights, Summer Events, Well-Being Lectures & Sport Clubs)

Pursue Progress. Discover Extraordinary.

Progress doesn't happen without people - people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. You can be one of those people. Chasing change, embracing new ideas and exploring all the opportunities we have to offer. Let's pursue progress. And let's discover extraordinary together.

At Sanofi, we provide equal opportunities to all regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.

Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!

Discover our Code of Conduct, that serves as the moral compass that guides us when chasing the miracles of science to improve people's lives. Please ensure to have read this document, before applying.

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