+ _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, 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** + 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. + 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 neighbouring 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 customers + Ensure all local specifics are documented in the DTP, and followed accordinly + 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 skills** + Hands-on experience of Salesforces Service Cloud(essential) & SAP in 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 + 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 English written and verbal  + Second European languages is a plus  **_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 \#o2c \#customercontactmanagement \#english **Pursue** **_progress_** **, discover** **_extraordinary_** Better is out there. Better medications, better outcomes, better science. But 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. So, let’s 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 ALL IN video (https://www.youtube.com/watch?v=SkpDBZ-CJKw&t=67s) and check out our Diversity Equity and Inclusion actions at sanofi.com (https://www.sanofi.com/en/our-responsibility/equality-and-inclusiveness) ! Global Terms & Conditions and Data Privacy Statement (https://www.sanofi.com/en/careers/global-terms-and-conditions/) Sanofi is dedicated to supporting people through their health challenges. We are a global biopharmaceutical company focused on human health. We prevent illness with vaccines, provide innovative treatments to fight pain and ease suffering. We stand by the few who suffer from rare diseases and the millions with long-term chronic conditions. With more than 100,000 people in 100 countries, Sanofi is transforming scientific innovation into healthcare solutions around the globe. Discover more about us visiting www.sanofi.com or via our movie We are Sanofi (https://youtu.be/96EwNjb1TLo) As an organization, we change the practice of medicine; reinvent the way we work; and enable people to be their best versions in career and life. We are constantly moving and growing, making sure our people grow with us. Our working environment helps us build a dynamic and inclusive workplace operating on trust and respect and allows employees to live the life they want to live. All in for Diversity, Equity and Inclusion at Sanofi - YouTube (http://www.youtube.com/watch?v=SkpDBZ-CJKw&t=2s)