Customer Contact Management Senior Analyst (Spanish Speaker)

• 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.

Sales Order Management Budapest Hub Analyst is responsible for managing and analyzing customer orders and interactions to ensure a seamless and efficient process.

This role involves coordinating with various departments ((e.g Supply Chain, Commercial, Quality) analyzing data to improve customer satisfaction, and maintaining accurate records.

Delivers the best service for sales orders management in line with SLA ensuring a positive customer experience.

Address operational issues and follow through to resolution in an effective and timely manner.

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 to initiate 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)

Language

• Excellent English and Spanish written and verbal

Education

• Diploma on Economics/Trade/Foreign Trade/Logistics/Finance

Why choose us?

• Work where global operations meet bold ambition - lead a 250+ team delivering critical services that directly enable life-changing treatments to reach patients across 30+ markets
• Accelerate your impact through cross-functional collaboration, international exposure, and a seat at the global O2C leadership table
• Create value from day one - drive AI adoption, digital transformation, and operational excellence at a scale that matters
• Bring bold ideas to life with cutting-edge technology, from GenAI and Agentic AI to SAP S/4HANA and advanced automation platforms
• Collaborate with curious, open-minded colleagues across borders, functions, and cultures in one of Sanofi's four strategic global hubs
• Find your place in a workspace designed for you - modern Budapest offices, flexible hybrid working, and a benefits package that supports your wellbeing and growth

Join an Award-Winning Team at Sanofi Budapest Hub!

Be part of something exceptional. Our Budapest Hub has been recognized for workplace excellence, innovation, and our commitment to putting people first. Office of the Year 2025 - Evolution Award Our most recent award - Sanofi is recognized for creating an innovative workspace that supports collaboration and adaptability.

Marketing Diamond Award 2026 - Employer Branding One of the highest honours at Hungary's prestigious Marketing Diamond Awards, recognizing excellence in employer branding.

BSC Investor of the Year 2025 Awarded by HIPA, ABSL Hungary, and AmCham Hungary for our contribution to Hungary's business services sector.

PwC Workforce Preference Survey 2025 - Top 3 Most Attractive Employers Ranked 3rd among the most attractive employers in Hungary.

Hungarian Employer Branding Awards 2025 - Gold & Silver Best Strategic Employer Branding Campaign (Gold) and Best Employer Branding Campaign in the Pharma Sector (Silver).

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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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 and check out our Diversity Equity and Inclusion actions at sanofi.com!

The salary range for this position is :Ft9 120 000,00 - Ft12 160 000
Final compensation will be determined based on demonstrated experience, skills, location, and other relevant factors. Employees may be eligible to participate in Company employee benefit programs.