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, the organization has doubled in size and increased its scope. This provides opportunities for learning, growing, job moves and a diversified, fulfilling career.

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 for initiating 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
Escalate, follow up cases where it is pending or input/decision on neighboring functions (Trade, Quality, Distribution, External 3PL)
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
Support Process standardization
Ensure all local specifics are documented in the DTP, and followed accordingly
Escalate to TL/Key users where exceptions are detected or inefficiencies found
Support Core Model adherence initiatives (including process changes, system enhancements)

About you
Experience

At least 2-4 years´ experience in Customer service in contact with the customers or similar (essential) preferably in Pharma 
Strong understanding of order to cash overall processes
Good business acumen (advantageous) 
Experience in call centers resolving customers issues (advantageous)
Strong problem solving, deductive and analytical skills (advantageous)
Experience in process improvement project (advantageous)

Hard and Soft Skills

Technical 

Hands-on experience of Salesforces Service Cloud(essential) & SAP in S4 Hana preferably
Knowledge of Microsoft Office and expertise of MS Excel (essential) 

Interpersonal 

Ability to interact with customers in a professional manner (essential) 
Is self-motivated, well organized, hard-working, detail-minded, clear thinker, quick learner
Ability to oversee and understand complex processes
Good understanding of (matrix)organizations, with multiple stakeholders
Well-inclined towards change and has the ability to work under pressure
Team player, able to work collaboratively transversally and with front line teams with an end-to-end mindset (essential) 
Good communication skills (essential)

Languages

Excellent German and English written and verbal 
Second European languages is a plus