Job Description

About the jobOur 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? As Customer Contact Mgmt and Master Data Manager, you\xe2\x80\x99ll Manage team that delivers the best customer experience by understanding customer issues, providing the appropriate answer in the best mannerMain responsibilities:The role of Order to Cash - Customer Contact Mgmt and Master Data Manager:Monitor KPIs (such as first call resolution rate, dispute lead time, on time customer creation and maintenance), analyze and identify deviation compared to the agreed targetSupervise, coach Requests & Disputes and Master Data analystsManage team that delivers the best service for master data management to the internal customers ensuring a positive customer experienceDevelop continuous improvement approach by identifying areas and measuring results of the action takenManage team that delivers the best customer experience by understanding customer issues, providing the appropriate answer in the best mannerResponsible for capturing customer requests and claims into the systemResponsible for requests and disputes resolution from inbound communication from customer to case closing including related credit/debits notes in the dedicated systemResponsible for organizing local and hubs interactions for the related processes to ensure customer satisfactionMonitor operational KPIs and compliance with Sanofi policies (like disputes and returns policies) and guidelinesIssuance of credit / debit memos due to Disputes and ClaimsIn coordination with the Order to Cash Lead and when necessary with the local stakeholders and customer fulfiment local representatives, elaborate remediation action plan. Ensure continuous improvement of the requests & disputes management process.Manage team that delivers the best service for master data management to the internal customers ensuring a positive customer experienceMaster data is well captured and maintained in the ERP in a timely manner with proper documentation associatedMaster data set-up allows a flawless sales orders management and reduces the number of claims due to master data issueChecks are performed regularly and data quality is ensuredContracts and commercial conditions (e.g. gross price lists, on & off invoices) upon requests received from trade teams are executed accurately and in the right lead time until credit notes are processedCollaboration with neighboring functions is standardized and interactions are well establishedMonitor operational KPIs and compliance with Sanofi policies and guidelinesSupervise and Coach AnalystsShare expertise and provide coachingAnticipate workload and allocate resources for effective and efficient deliveryActive participation in the selection of new employees.Evaluate employee performance, determine training needs, develop talentAddress performance issues and make recommendations for personnel actionsShape and promote a culture of collaboration, trust, and teamwork, throughout the team through leadership and effective communicationFocusing on employee retention and engagement, advises actions to management in this relationMotivate and reward employees by recommending salary increases, bonuses and promotionsMake, update the job description of direct subordinates. Provide the necessary information for HR.Continous improvementIdentify process improvement opportunities through elimination of redundant activitiesParticipate in process automation initiatives and ensure seamless adoption and transitionParticipate in global projects as requiredTrainingsDetermine the training needs of direct subordinates, provide the professional trainings of them according to the procedures and work instructionsKeep her/his professional knowledge up-to-date, participate on trainings, study professional publications, make personal contact, set up benchmark goals, participate in professional communityAbout youLanguage: Excellent English written and verbal. Other language skills such as Mandarin, Japanese, Korean will be advantageousFunctional Skills: Preferably 8 \xe2\x80\x93 10 years working experience with minimum 3 years\' experience as a people manager. Previous experience in Customer service, Order to Cash & Disputes management or similar preferably in pharmaceutical industry.Technical: Hands-on experience of Salesforces service cloud (essential) & SAP in S4 Hana preferably.Soft Skills: Ability to interact with customers in a professional manner. Team player, able to work collaboratively transversally and with front line teams with an end-to-end mindset.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\xe2\x80\x99s 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.

Pursue progress, discover extraordinaryBetter is out there. Better medications, better outcomes, better science. But progress doesn\xe2\x80\x99t happen without people \xe2\x80\x93 people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let\xe2\x80\x99s be those people.At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, ability or gender identity.Watch our and check out our Diversity Equity and Inclusion actions at !

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