Customer Contact Management Senior Analyst (Dutch Speaker)

Location: Budapest, Hungary Job Type: Full time   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 - 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 - When relevant information 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 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)   Participation in previous transition projects (advantageous) Hard and Soft Skills Hands-on experience of Salesforces Service Cloud & SAP (essential), S4 Hana preferably Knowledge of Microsoft Office and expertise of MS Excel (essential)   Ability to interact with customers in a professional manner (essential)   Is self-motivated, well organized, hard-working, detail-minded, clear thinker, quick learner   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)  Education Diploma on Economics/Trade/Foreign Trade/Logistics/Finance Languages Excellent English and Dutch written and verbal   Additional European language is a plus  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). 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. You can be one of those people. Chasing change, embracing new ideas and exploring all the opportunities we have to offer. Let’s pursue progress. And let’s discover extraordinary together. 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. #Sanofi #SanofiCareers #joinSanofi #jobopportunities #careeropportunities #sscjob #Sanofi_Budapest_Hub #Budapest #LI-EUR #LI-hybrid #o2c #collectionmanagement #sap #english #dutch 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 - Ft13 680 000,00 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.