Customer Contact Management Senior Analyst (Portuguese Speaker)
760,000 – 1,140,000 Ft / month
Employer · Sanofi Group
Enquiry clerkContact centre agent
Finance clerkFull-timeBudapest
As Customer Contact Management Senior Analyst within our Order to Cash team, you'll be the first point of contact for customer inquiries, requests and disputes --- registering, classifying and resolving cases with a strong focus on first-call resolution and positive customer experience. You'll work closely with Supply Chain, Commercial and Quality teams to investigate and close cases within target service levels.
Tasks
- Register customer inquiries, requests, claims and returns from external and internal customers in a timely manner, based on predefined priorities, driving first-call resolution
- Act as case owner: perform claims/returns policy checks, escalate non-compliant cases, and coordinate with internal and external stakeholders to investigate and resolve cases
- Liaise with third parties or internal sites in cases of refusal, damage, overage, distribution center error or shortage, keeping stakeholders informed of decisions
- Select the appropriate resolution process per guidelines, manage related documents (credit/debit memos, returns/refusals orders) and ensure approval workflows and internal controls are followed
- Monitor operational reports and follow up on all requests and claims to secure resolution and clear communication with customers
- Ensure local specifics are documented and followed, escalating exceptions or inefficiencies to the team lead/key users
- Support process standardization and Core Model adherence initiatives, including process changes and system enhancements
Conditions & benefits
Rewards packageEnjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.Health and wellbeingHigh-quality healthcare, prevention and wellness programs and at least 14 weeks' gender-neutral parental leave.
Requirements
- 2-4 years of experience in customer service, ideally in a pharma environment, with strong understanding of Order to Cash processes
- Hands-on experience with Salesforce Service Cloud; SAP S/4HANA experience is a plus
- Strong proficiency in Microsoft Office, especially Excel
- Strong problem-solving, analytical and communication skills, with the ability to work collaboratively across a matrix organization and multiple stakeholders
- Self-motivated, detail-oriented, comfortable working under pressure and open to change
- Bachelor's degree
- Excellent written and verbal English and Portuguese