Customer Contact Management Senior Analyst

Job Title: Customer Contact Management Senior Analyst Company: Sanofi SAP Module: SAP SD Roles & Responsibilities: Job Title : Customer Contact Management Senior Analyst, KL Hub Department : Sanofi Business Operations, Order to Cash 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. 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 * 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. 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: This role requires a detailed understanding of Order to Cash activities passionate by customer satisfaction and problem resolution. Customer Case Management & Resolution * + Manage customer inquiries, requests, claims, returns, and disputes from receipt through closure within defined service level targets. * Register, classify, prioritize, and maintain customer cases accurately in Salesforce based on the established case classification matrix. * Perform initial assessment and apply First Contact Resolution (FCR) wherever possible, particularly for standard customer requests and inquiries. * Ensure complete and timely documentation of case actions, customer communication, and resolution outcomes. Claims, Returns & Transaction Management * Assess claims and returns against applicable policies, procedures, and business rules, and escalate exceptional or non-compliant cases for business decision. * Coordinate investigation of cases involving refusal, damage, shortage, short-shelf life, distribution centre errors, and other delivery or service discrepancies. * Determine and execute the appropriate resolution process in accordance with claim and return management guidelines. * Manage subsequent documents and transactions, including credit/debit memos, return orders, refusal orders, and other corrective actions where applicable * Coordinate with relevant internal and external stakeholders, including Supply Chain, Commercial, Quality, Finance, distributors, logistics providers, and internal sites, to investigate and resolve cases. * Gather required information and supporting documentation, establish clear ownership, and follow up on outstanding actions. * Escalate critical, complex, or overdue cases to the appropriate stakeholder in accordance with the defined escalation process. * Ensure timely and clear communication of case Progress, decisions, and final resolution to customers and relevant stakeholders. Governance, Performance Monitoring & Continuous Improvement * Ensure required approval workflows, internal controls, policies, and supporting documentation are consistently applied. * Manage open, aging, overdue, and high-priority cases. * Ensure consistent case classification and data quality to support meaningful reporting and root cause analysis. * 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) * Hands-on experience of SAP (essential) in S4 Hana preferably and Claim Management tool in Salesforce preferably * Knowledge of Microsoft Office and expertise of MS Excel (essential) * Experience being part of a project team member (leading or participating) Work Location: Petaling Jaya, M10, Malaysia Availability: Full time

JOB-HOLDER ENTRY REQUIREMENTS: When joining our team, you will experience: Key Skills: Sales Orders Salary: Not disclosed