Customer Contact Management Senior Analyst

Job Title : Customer Contact Management Senior Analyst, KL Hub Departmen t : 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 & patients products fulfillement, 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. • undefined 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 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 Stakeholder Coordination & Customer Communication • 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 ca…