Customer Contact Management Senior Analyst

Job description

Job Title : Customer Contact Management Senior Analyst, KL Hub Department : Sanofi Business Operations, Order to Cash Location : Kuala Lumpur Our organization in Kuala Lumpur is growing fast, and we're always looking for talented professionals to join our Order to Cash service line. Apply to this "Evergreen" job ad, and we'll get in touch with you when a suitable opportunity comes up for you! Why join our team? 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, Sanofi Business Operations (SBO) has doubled in size and increased its scope. As one department within SBO, we’re also part of something much bigger. This provides opportunities for learning, growing, job moves and a diversified, fulfilling career. Our function at a glance: Our O2C team to handle the following activities: 1. Master data Management 2. Sales orders Management 3. Requests and Disputes Management 4. Credit Risk and Credit Data Management 5. Collections and Customer Contact Management 6. Cash Application and Receivables Management 7. AR related Month-end Closing, Reporting and Non-trade Invoice Management These operations are critical for Customer & patient's products fulfillment, accurate accounting, generating cash flow, customer satisfaction Connect with us if you are… An expert in global processes (master data, sales orders administration, claims, credit, collection, reporting, process mining and data analytics), looking to share your knowledge. A professional who thrives in an international environment, where you can develop your talent and realize ideas and innovations within a dynamic team of experts. An agent for change, looking to develop new ways of working and driving company performance through continuous improvement that increases the company’s working capital. A person eager to be part of our transformation to make Sanofi best in class, while contributing to the company’s results so they can be reinvested to support our purpose: We chase the miracles of science to improve people’s lives. JOB PURPOSE: The Order to Cash (O2C) – Customer Contact Management (CCM) Senior Analyst is responsible for managing customer inquiries, requests, claims, returns, and disputes across the Order-to-Cash process. The role serves as a key point of contact between customers and internal stakeholders, with the objective to: Deliver timely and accurate resolution of customer cases within defined service level targets. Maximize First Contact Resolution (FCR), particularly for standard customer requests and inquiries. Ensure all customer cases are properly registered, classified, investigated, resolved, and documented in Salesforce. Provide a consistent and positive customer experience through clear communication, effective case ownership, and timely follow-up. Ensure customer claims, returns, and related financial transactions are managed in accordance with applicable policies, approval requirements, and internal controls. Support continuous improvement through accurate case classification, root cause identification, and analysis of recurring customer issues. This role requires a detailed understanding of Order to Cash activities passionate by customer satisfaction and problem resolution ORGANIZATIONAL CONTEXT: SBO O2C KEY ACCOUNTABILITIES: Customer Case Management & Resolution Manage customer inquiries, requests, claims, returns, and disputes from receipt through resolution, ensuring adherence to agreed service-level targets. Accurately register, classify, prioritize, and maintain cases in Salesforce in accordance with the established case classification framework. Conduct initial case assessment and drive First Contact Resolution (FCR) wherever feasible. Ensure all case activities, communications, decisions, and resolution outcomes are documented accurately and in a timely manner. Claims, Returns & Transaction Management Review claims and returns against applicable policies, procedures, and business rules, and escalate exceptions or non-compliant cases for appropriate business decision. Coordinate investigations involving refusals, damages, shortages, short shelf-life, distribution center errors, and other delivery or service discrepancies. Determine and execute the appropriate resolution process in line with claims and returns management guidelines. Manage related transactions and supporting documentation, including credit/debit memos, return orders, refusal orders, and other corrective actions, where applicable. Stakeholder Coordination & Customer Communication Collaborate with relevant internal and external stakeholders, including Supply Chain, Commercial, Quality, Finance, distributors, logistics providers, and internal sites, to facilitate timely case resolution. Gather relevant information and supporting documentation, establish clear ownership, and follow up on outstanding actions through to closure. Escalate critical, complex, or overdue cases through the appropriate escalation and governance channels. Ensure clear, timely, and professional communication of case progress, decisions, and resolution outcomes to customers and relevant stakeholders. Governance, Performance Monitoring & Continuous Improvement: Ensure required approval workflows, internal controls, policies, and supporting documentation are consistently applied. Monitor operational reports and Salesforce dashboards to manage open, aging, overdue, and high-priority cases. Ensure consistent case classification and data quality to support meaningful reporting and root cause analysis. Identify recurring issues and process gaps and support corrective actions and continuous improvement to enhance FCR, resolution lead time, SLA compliance, and overall customer experience. Continuous Improvement Analyze process metrics and identify optimization opportunities Lead small-scale improvement projects Collaborate with IT teams on system enhancements Document and share best practices Measure and track adoption success metrics Support team leads on performance reporting Process & System Management Monitor and maintain O2C processes and system performance for a given area Provide first-level support for process and system-related issues to end-users Manage master data readiness & quality when relevant Create, document & monitor incidents, change requests, tickets in ServiceNow, Jira, OneSupport Represent the hub team for a given area in the corresponding governances (AMS calls, monthly Key Users community) Contribute to business requirements gathering for Core model evolution/continuous improvement initiatives Update CI tracker for owned initiatives Update documentation (DTPs, BOP) per RACI Training & Support Create and maintain process documentation and work instructions Coach and mentor team members on system functionality Design adoption-focused training materials Ensure end-users operational knowledge and provide training JOB-HOLDER ENTRY REQUIREMENTS: Language · Excellent English written and verbal is a must · Must be Chinese literate (written and spoken) as this role is to support Greater China (China, Taiwan, Hong Kong) Functional Skills · At least 5 years experience in Customer Contact and claim management preferably in Pharma · Previous experience in a Shared Service environment is preferred · Good business acumen (advantageous) · Strong problem solving, deductive and analyt