Senior Analyst, Customer Contact & O2C Excellence

Sanofi; Petaling Jaya; On-site; MYR 70,000 - 100,000; Full time

Benefits offered by this job

Flexible home office policy

Cafeteria benefits

Buddy for new employees / introduction

Job summary

Sanofi’s Kuala Lumpur office is hiring a Customer Contact Management Senior Analyst to join the Order-to-Cash (O2C) team. You will handle customer inquiries, claims, returns and disputes across the O2C process, aiming for timely resolutions and high First Contact Resolution.

You will register cases in Salesforce, collaborate with Supply Chain, Finance and Commercial teams, and drive continuous improvement while upholding policies and data quality.

Qualifications

• At least 3 years’ experience in Customer Contact and claim management, preferably in Pharma.
• Experience with SAP and Salesforce is advantageous.
• Strong analytical, problem-solving and communication skills.
• Ability to collaborate with multiple stakeholders across departments.

Responsibilities

• 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.
• Perform initial assessment and apply First Contact Resolution wherever possible for standard requests.
• Ensure complete and timely documentation of case actions and resolution outcomes; escalate when needed.
• Coordinate with internal/external stakeholders (Supply Chain, Commercial, Quality, Finance, logistics) to investigate and resolve cases.

Skills

Customer contact management

Claim management

Teamwork

Analytical skills

Tools

SAP

Salesforce

MS Excel

Job description

Sanofi’s Kuala Lumpur office is hiring a Customer Contact Management Senior Analyst to join the Order-to-Cash (O2C) team. You will handle customer inquiries, claims, returns and disputes across the O2C process, aiming for timely resolutions and high First Contact Resolution.

You will register cases in Salesforce, collaborate with Supply Chain, Finance and Commercial teams, and drive continuous improvement while upholding policies and data quality.