Customer Contact Management Lead, KL Hub

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Customer Contact Management Lead, KL Hub

Apply locations Petaling Jaya time type Full time posted on Posted Yesterday job requisition id R2742493

Customer Contact Management Lead, KL Hub

JOB PURPOSE:

The role of Order to Cash - Customer Contact Management Lead:

• Manage team that delivers the best customer experience by understanding customer issue, providing the appropriate answer in the best manner

• Monitor KPIs (such as first call resolution rate, dispute lead time), analyze and identify deviation compared to the agreed target

• Supervise, coach Requests & Disputes analysts

• Develop continuous improvement approach by identifying areas and measuring results of the action taken

KEY ACCOUNTABILITIES:

Manage team that delivers the best customer experience by understanding customer issues, providing the appropriate answer in the best manner

• Responsible for capturing customer requests and claims into the system

• Responsible for requests and disputes resolution from inbound communication from customer to case closing including related credit/debits notes in the dedicated system

• Responsible for organizing local and hubs interactions for the related processes to ensure customer satisfaction

• Monitor operational KPIs and compliance with Sanofi policies (like disputes and returns policies) and guidelines

• In coordination with the Order to Cash Lead and when necessary with the local stakeholders and customer fulfiment local representatives, elaborate remediation action plan. Ensure continuous improvement of the requests & disputes management process.

Supervise, coach Requests & Disputes Analysts

• Share expertise and provide coaching

• Anticipate workload and allocate resources for effective and efficient delivery

• Active participation in the selection of new employees.

• Evaluate employee performance, determine training needs, develop talent

• Address performance issues and make recommendations for personnel actions

• Shape and promote a culture of collaboration, trust, and teamwork, throughout the team through leadership and effective communication

• Focusing on employee retention and engagement, advises actions to management in this relation

• Motivate and reward employees by recommending salary increases, bonuses and promotions

• Make, update the job description of direct subordinates. Provide the necessary information for HR.

Continuous improvement

• Identify process improvement opportunities through elimination of redundant activities

• Participate in process automation initiatives and ensure seamless adoption and transition

• Participate in global projects as required

Trainings

• Determine the training needs of direct subordinates, provide the professional trainings of them according to the procedures and work instructions

• Keep her/his professional knowledge up-to-date, participate on trainings, study professional publications, make personal contact, set up benchmark goals, participate in professional community

JOB-HOLDER ENTRY REQUIREMENTS:

Language :

• Excellent English written and verbal

• Other language skills such as Mandarin, Japanese, Korean will be advantageous

Functional Skills

• 8+ years of working experience with minimum 3 years experience as a people manager

• Previous experience in Customer service, Order to Cash & Disputes management or similar (essential) preferably in Pharma

• Understand commercial policies, pricing, rebates, on-off invoices, returns and claims policies (essential)

• Experience in running services within a Business Services organization (advantageous)

• Experience in call centers resolving customers issues (advantageous)

• Good business acumen (advantageous)

• Strong problem solving, deductive and analytical skills (advantageous)

Technical

• Hands-on experience of Salesforces service cloud (essential) & SAP in S4 Hana preferably

• Knowledge of Microsoft Office and expertise of MS Excel (essential) 

Interpersonal

• Ability to interact with customers in a professional manner (essential)

• Team player, able to work collaboratively transversally and with front line teams with an end to end mindset (essential)

• Good communication skills (advantageous)

• Attentive to customer needs and feedback (essential)

Leadership

• Ability to work autonomously and take ownership of tasks and processes (essential)

• Ability to organize, prioritize and structure the tasks for oneself and direct reports (essential)

• Attentive to detail and works with precision (advantageous)

• Action oriented, delivery driven, change agent (advantageous)

• Lead by example to deliver high quality service, customer satisfaction (advantageous)

Sanofi Behaviors and Skills

This position is required to demonstrate behaviors such as Stretch, Put the interest of the organization, Act in the interest of our patients and customers and Take Action.During the interview we will also be asking for examples of skills such as Strategic Thinking, Result Orientation, People Leadership (if applicable), Relationship and Influence.

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.

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

Sanofi is dedicated to supporting people through their health challenges. We are a global biopharmaceutical company focused on human health. We prevent illness with vaccines, provide innovative treatments to fight pain and ease suffering. We stand by the few who suffer from rare diseases and the millions with long-term chronic conditions.

With more than 100,000 people in 100 countries, Sanofi is transforming scientific innovation into healthcare solutions around the globe. Discover more about us visiting or via our movie We are Sanofi

Why Sanofi

As an organization, we change the practice of medicine; reinvent the way we work; and enable people to be their best versions in career and life. We are constantly moving and growing, making sure our people grow with us. Our working environment helps us build a dynamic and inclusive workplace operating on trust and respect and allows employees to live the life they want to live.