Customer Contact Management Senior Analyst Mandarin Speaker

Job Title: Customer Contact Management Senior Analyst Mandarin Speaker 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 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. * 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. * 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 * 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) Work Location: Petaling Jaya, Malaysia Availability: Full time

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