Global Process Expert - Customer Contact Management

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Global Process Expert - Customer Contact Management

Apply locations Barcelona time type Full time posted on Posted 2 Days Ago time left to apply End Date: April 30, 2025 (30+ days left to apply) job requisition id R2786700

• Location: Barcelona
• Hybrid
• Job type: Permanent Full time

About the job

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.

Business Operations is a Global organization of Sanofi providing end to end services to all geographies in Europe, North America, China, JPAC & International regions and covering Global Procurement services, Operations and transition management, Medical activities hub, People services, and Global Finance services. Global Finance services hosts the following service lines O2C, A2R, Financial sanctions compliance.

Over the past two years, Global Finance Services has doubled in size and increased its scope.

As one department within Business Operations, we’re also part of something much bigger. This provides opportunities for learning, growing, job moves and a diversified, fulfilling career.

Order To Cash (O2C) service line, one of the pillars of Business Operations Finance services, is currently covering the following areas of the Customer Invoice to Cash (Ci2C) process:

• Credit Management
• Collections & Account Receivables management
• Cash Application
• AR Monthly closing and Reporting

To build an integrated end-to-end order to cash process under one single organization it will be extending its scope to the following Order to Serve sub-processes:

• Customer Master Data, Pricing & Commercial conditions
• Customer Contact Management
• Order Management

Our function at a glance:

Our O2C team handles the following activities:

• Master data Management
• Sales orders Management
• Customer Contact Management
• Credit Risk and Credit Data Management
• Collections and Customer Contact Management
• Cash Application and Receivables Management
• AR related Month-end Closing, Reporting and Non-trade Invoice Management

These operations are critical for customers & patients products fulfillment, accurate accounting, generating cash flow, customer satisfaction.

In the context of such transformation, a Global Process Expert – Customer Contact Management role has been created.

This role is in charge of driving specific topics, projects contributing to Core Model enhancements and deployments. This role will be instrumental in the continuous improvement area, improving core model adherence, and global initiative allowing better efficiencies and best in class practices.

In close collaboration with Regional/Local leads, this role provides the support, coaching & facilitation to allow the Regional/Local teams to successfully adopt/adhere consistently to the core processes. In addition, process efficiency should be continuously improved by promoting and sharing best practices and performance mindset.

Global Process Expert -Customer Contact Management role acts as the core model guardian in the coordination of activities to ensure best and harmonized practices are adopted by all Local /Regional teams. This role handles smooth change management among Local /Regional teams, identifies risks and discrepancies and develops adequate action plans to mitigate them, recommends improvements, and monitors till implementation.

As part of Order to Serve GPO team, Global Process Expert -Customer Contact Management role reports to Customer Contact Management Global Process Lead and contributes to execute its strategy related to global projects implementation as well as process simplification and optimization.

Main responsibilities:

Core Model

• Contribute to the design, development, maintenance, simplification, optimization and improvement of core model processes in collaboration with regional leads and Customer Contact Management Global Process Lead. Customer Contact Management Core Model processes include the management of customer requests, claims and disputes from internal stakeholders and external 3rd party customers and partners. It is to register and validate all customer contacts, provide resolution, such as to manage returns and credit/debit notes, follow-up and close customer contacts.
• The Core Model mainly comprises processes, technology landscape, RACI, interaction model business rules and KPI’s in domestic and export perimeter.
• Collaborate on the change definition in policies and procedures supporting optimized and standard processes.
• Propose actions to accelerate simplification of our operations, introducing innovative and harmonized solutions.

Core Model adherence/audit

• Build and maintain stakeholder relationships across all geographies and drive standardization of processes
• Lead the preparation, conduct, and follow-up audit across all geographies the core model adherence
• Oversee the process performance across the different geographies and provide input into how it can be further improved
• Review, discuss and support the approval of exceptions to the Core Model with the regions
• Ensure strong relationships with the teams through both solid governance, as well as informal and formal networking
• Utilize dashboards and other enhanced visualization capabilities to illustrate historical trends and document and report detailed observations, instances of non-compliance and improvement opportunities

Global projects and initiatives

• Ensure iO2C Core Model components are well understood to perform an effective implementation
• Deliver projects across all regions, notably technologies implementation
• Own the business case for the relevant project incl. its implementation impact within iO2C P&L
• Support neighbouring functions projects & other global initiatives impacting the Service Line.
• Ensure relevant data are available to support business case and on-going project reviews
• Collaborate in global projects (ex. ISHIFT) and neighbouring functions initiatives where customer contact management process is applicable

About you

• Experience:
  • Must have 5 to 10 years of process knowledge in domestic and export customer requests, claims & disputes management processes and related systems. Knowledge of export document and customs handling for returns.
  • Strong understanding of the overall Order to Cash and Supply Chain E2E processes
  • Proven experience in claims, requests & disputes management activity & engaging 3rd parties
  • Good knowledge of pharma business commercials, Trade Environment, Finance & business modelling
  • Proven experience in Project Management & process review
• Soft skills:
  • Multicultural mindset - international exposure
  • Excellent teamwork and interpersonal skills.
  • Ability to take initiative and overcome challenges.
  • Effective collaboration skills with peers, stakeholders and partners across the organization
  • High capacity and willingness to learn about procedures
  • Ability to successfully lead & engage indirect remote teams
  • Adaptability to work in ambiguous, constantly changing situations, including flexibility in working hours to accommodate working with different regions/geographies.
  • Ability to develop high-quality presentations.
  • Strong customer orientation
  • Strong Networking & communication skills
  • Excellent organizational and planning capabilities.
  • Positive, open-minded, customer centric and problem-solving attitude
  • Capacity to challenge the consensus, current state and to propose solutions
  • Reliability
  • Ability to cooperate transversally & successfully work in a transversal environment
  • Innovation and creative mindset
  • Strong leadership & influence capabilities
  • Lead the change
• Technical skills:
  • Strong analytics skills with the ability to collect, organize, analyze, and disseminate information with attention to detail and accuracy
  • Hands-on experience of SAP (essential) in S4 Hana preferably, Sales & Distribution modules (advantageous)
  • Hands-on experience of Salesforce Service Cloud (essential)
  • Knowledge of Microsoft Office, expertise of PowerPoint and MS Excel (essential)
• Education: Bachelor’s or Master’s degree from a Business or Engineering school
• Languages: Fluent in English (minimum of strong B2 level required).

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.
• Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks’ gender-neutral parental leave.
• Contribute to a company that is not only a leader in healthcare but also a pioneer in digital transformation, shaping the future of global health.
• Work on Global programs in a truly International and multi-cultural environment.
• Work with highly qualified teams using state-of-the-art technologies to shape the future of Sanofi.

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, disability, or gender identity.

Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!

#LI-EUR
#GIC
#LI-Hybrid

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!