Customer Contact Management Team Lead (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.

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, Business Operations has doubled in size and increased its scope.
As one department within Business Operations, we're also part of something much bigger. This provides opportunities for learning, growing, job moves and a diversified, fulfilling career.

Main responsibilities

Manage a team that delivers the best customer experience by understanding customer issues, providing the appropriate answer in the best manner for the respective countries in scope

• Responsible for capturing customer requests and claims into the system

• Make sure cases addressed to Quality within 1 business day, if their involvement needed

• Answer customer calls, manage their expectations and positively influence their Customer Experience at Sanofi

• Responsible for requests and disputes resolution of customers; from inbound communication to case closing including related credit/debits note creations in the dedicated system

• Responsible for organizing local and HUB's interactions for the related processes to ensure customer satisfaction

• Monitor operational KPI's and compliance with Sanofi policies (like disputes and returns policies) and guidelines

• Act as a Business Partner to Local functions, representing the Customer Contact Management function, point of contact for escalations

• In coordination with the Customer Contact Management Manager and when necessary, with the local stakeholders and customer fulfilment local representatives, elaborate remediation action plan. Ensure continuous improvement of the requests & disputes management process

Supervise, Coach Customer Contact Management Analysts

• Share expertise and provide coaching

• Anticipate workload and allocate resources for effective and efficient delivery

• Employee lifecycle management (recruit, evaluate, develop, reward, retain team)

• Address performance issues and make recommendations for personnel actions

• Shape and promote a culture of collaboration, trust, and teamwork, throughout the team through leadership and effective communication

• Focusing on employee retention and engagement, advise actions to management in this relation

• Create and regularly update job description of direct reports

Continuous Improvement

• Identify process improvement opportunities through elimination of redundant activities

• Participate in process automation initiatives and ensure seamless adoption and transition

• Participate in regional/global projects as required

Trainings

• Ensure onboarding of new hires and related trainings are organized

• Determine the training need of direct reports, provide the professional trainings of them according to the procedures and work instructions by collaborating with Customer Contact Management Manager

About you

Experience

• At least 3-5 years's experience in Customer service, Order to Cash & Disputes management or similar (essential) preferably in Pharma

• Understand commercial policies, pricing, rebates, on-off invoices, returns and claims policies (essential)

• Experience in running services within a Business Services organization (advantageous)

• Experience in call centers resolving customers issues (advantageous)

• Good business acumen (advantageous)

• Strong problem solving, deductive and analytical skills (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)

• Team player, able to work collaboratively transversally and with front line teams with an end-to-end mindset (essential)

• Good communication skills (advantageous)

• Attentive to customer needs and feedback (essential)

Language

• Excellent Spanish language skills
• Good command of English written and verbal
• Additional European language 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

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.

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).

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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!