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Customer Contact Mgmt and Master Data Manager

3 months ago

Malaysia Corporate Functions 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? As Customer Contact Mgmt and Master Data Manager, you’ll Manage team that delivers the best customer experience by understanding customer issues, providing the appropriate answer in the best manner

Main responsibilities:

The role of Order to Cash - Customer Contact Mgmt and Master Data Manager:

  • Monitor KPIs (such as first call resolution rate, dispute lead time, on time customer creation and maintenance), analyze and identify deviation compared to the agreed target

  • Supervise, coach Requests & Disputes and Master Data analysts

  • Manage team that delivers the best service for master data management to the internal customers ensuring a positive customer experience

  • Develop continuous improvement approach by identifying areas and measuring results of the action taken

Manage team that delivers the best customer experience by understanding customer issues, providing the appropriate answer in the best manner

  • Responsible for capturing customer requests and claims into the system

  • Responsible for requests and disputes resolution from inbound communication from customer to case closing including related credit/debits notes in the dedicated system

  • Responsible for organizing local and hubs interactions for the related processes to ensure customer satisfaction

  • Monitor operational KPIs and compliance with Sanofi policies (like disputes and returns policies) and guidelines

  • Issuance of credit / debit memos due to Disputes and Claims

  • In coordination with the Order to Cash Lead and when necessary with the local stakeholders and customer fulfiment local representatives, elaborate remediation action plan. Ensure continuous improvement of the requests & disputes management process.

Manage team that delivers the best service for master data management to the internal customers ensuring a positive customer experience

  • Master data is well captured and maintained in the ERP in a timely manner with proper documentation associated

  • Master data set-up allows a flawless sales orders management and reduces the number of claims due to master data issue

  • Checks are performed regularly and data quality is ensured

  • Contracts and commercial conditions (e.g. gross price lists, on & off invoices) upon requests received from trade teams are executed accurately and in the right lead time until credit notes are processed

  • Collaboration with neighboring functions is standardized and interactions are well established

  • Monitor operational KPIs and compliance with Sanofi policies and guidelines

Supervise and Coach Analysts

  • Share expertise and provide coaching

  • Anticipate workload and allocate resources for effective and efficient delivery

  • Active participation in the selection of new employees.

  • Evaluate employee performance, determine training needs, develop talent

  • 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, advises actions to management in this relation

  • Motivate and reward employees by recommending salary increases, bonuses and promotions

  • Make, update the job description of direct subordinates. Provide the necessary information for HR.

Continous improvement

  • Identify process improvement opportunities through elimination of redundant activities

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

  • Participate in global projects as required

Trainings

  • Determine the training needs of direct subordinates, provide the professional trainings of them according to the procedures and work instructions

  • Keep her/his professional knowledge up-to-date, participate on trainings, study professional publications, make personal contact, set up benchmark goals, participate in professional community

About you

  • Language: Excellent English written and verbal. Other language skills such as Mandarin, Japanese, Korean will be advantageous

  • Functional Skills: Preferably 8 – 10 years working experience with minimum 3 years' experience as a people manager. Previous experience in Customer service, Order to Cash & Disputes management or similar preferably in pharmaceutical industry.

  • Technical : Hands-on experience of Salesforces service cloud (essential) & SAP in S4 Hana preferably.

  • Soft Skills: Ability to interact withcustomers in a professional manner. Team player, able to work collaboratively transversally and with front line teams with an end-to-end mindset.

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.
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