Customer Contact Management Senior Analyst (Portuguese Speaker)

• Location: Budapest, Hungary • Job type: Permanent, Full-time, Hybrid About the job As Customer Contact Management Senior Analyst within our Order to Cash team, you'll be the first point of contact for customer inquiries, requests and disputes — registering, classifying and resolving cases with a strong focus on first-call resolution and positive customer experience. You'll work closely with Supply Chain, Commercial and Quality teams to investigate and close cases within target service levels. Ready to get started? We're an R&D-driven, AI-powered biopharma company committed to improving people's lives and delivering compelling growth. Our deep understanding of the immune system – and innovative pipeline – enables us to invent medicines and vaccines that treat and protect millions of people around the world. Together, we chase the miracles of science to improve people's lives. Main responsibilities: • Register customer inquiries, requests, claims and returns from external and internal customers in a timely manner, based on predefined priorities, driving first-call resolution • Act as case owner: perform claims/returns policy checks, escalate non-compliant cases, and coordinate with internal and external stakeholders to investigate and resolve cases • Liaise with third parties or internal sites in cases of refusal, damage, overage, distribution center error or shortage, keeping stakeholders informed of decisions • Select the appropriate resolution process per guidelines, manage related documents (credit/debit memos, returns/refusals orders) and ensure approval workflows and internal controls are followed • Monitor operational reports and follow up on all requests and claims to secure resolution and clear communication with customers • Ensure local specifics are documented and followed, escalating exceptions or inefficiencies to the team lead/key users • Support process standardization and Core Model adherence initiatives, including process changes and system enhancements About you • 2-4+ years of experience in customer service, ideally in a pharma environment, with strong understanding of Order to Cash processes • Hands-on experience with Salesforce Service Cloud; SAP S/4HANA experience is a plus • Strong proficiency in Microsoft Office, especially Excel • Strong problem-solving, analytical and communication skills, with the ability to work collaboratively across a matrix organization and multiple stakeholders • Self-motivated, detail-oriented, comfortable working under pressure and open to change Education: Bachelor’s degree Languages : Excellent written and verbal English and Portuguese 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 Be part of something exceptional. Our Budapest Hub has been recognized for workplace excellence, innovation, and our commitment to putting people first. See the full list of our awards at the end of this posting. Office of the Year 2025 – Evolution Award Our most recent award – Sanofi is recognized for creating an innovative workspace that supports collaboration and adaptability. Marketing Diamond Award 2026 – Employer Branding One of the highest honours at Hungary's prestigious Marketing Diamond Awards, recognizing excellence in employer branding. BSC