O2C Order & Customer Contact Management Senior Analyst - English Language)
**HYBRID **
Location: Budapest, Hungary (Hybrid)
Entity: Opella Healthcare
Department: Customer Experience & Operations
*At Opella, we simplify self-care for real people. As a O2C Order & Customer Contact Management Senior Analyst - English Speaker, you become part of that mission – turning ideas into products that actually reach hands and homes. This role is where precision, consistency, and accountability come together to support our self-care revolution. *
💼 About the Role
As a **O2C Order & Customer Contact Management Senior Analyst - English Speaker **you’ll be the first point of contact for our customers across Europe. You’ll manage incoming requests and disputes, coordinate with internal teams, and ensure timely, accurate resolution—all while delivering a best-in-class customer experience.
🔑 Key Responsibilities
Customer Case Management – Register and classify incoming customer inquiries, claims, and disputes via phone and written channels.
First Contact Resolution – Perform initial analysis and resolve cases within defined service levels, aiming for high first-contact resolution.
Cross-Functional Collaboration – Work closely with Supply Chain, Commercial, and Quality teams to investigate and resolve customer issues.
Claims & Returns Processing – Apply policy checks, manage credit/debit memos, and ensure compliance with internal controls.
System Accuracy – Maintain consistent classification of cases to support root cause analysis and continuous improvement.
Monitoring & Follow-Up – Track operational reports and ensure timely communication and resolution of all customer requests.
Process Improvement – Contribute to automation initiatives and global projects to enhance service delivery and efficiency.
🎯 Key Requirements
Languages – Fluent in English
Experience – 2–4 years in frontline customer service or call center roles, ideally in the pharmaceutical or healthcare sector.
Technical Skills – Proficient in Salesforce Service Cloud and SAP (S4 Hana preferred); strong Excel skills.
Customer Focus – Demonstrated ability to interact professionally with customers and resolve issues effectively.
Analytical Thinking – Strong problem-solving and deductive reasoning skills. Adaptability – Comfortable with change, able to work under pressure, and quick to learn new systems and processes.
Ownership & Leadership – Self-motivated, organized, and capable of leading by example to deliver high-quality service.
About Us
Opella is the self-care challenger with one of the purest and largest portfolios in the Over-The-Counter (OTC) & Vitamins, Minerals & Supplements (VMS) market globally.
Our mission: To bring health into people’s hands by making self-care as simple as it should be for over half a billion consumers worldwide.
At the core of this mission are:
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100+ loved brands
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11,000-strong global team
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13 best-in-class manufacturing sites
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4 specialized science and innovation development centers
Headquartered in France, Opella proudly makes many of the world’s most loved brands, including Allegra, Buscopan, Doliprane, Dulcolax, Enterogermina, Essentiale, and Mucosolvan.
Certified B Corp in multiple markets, we are active players in the journey towards healthier people and planet.
Find out more at www.opella.com.
🌱 Why Join Opella?
At Opella, we celebrate diversity, equity, and inclusion. We believe that different perspectives drive innovation and better outcomes for our customers and patients. You’ll be part of a purpose-driven organization that values your contributions and supports your growth.
We offer a hybrid working model, competitive benefits, and the chance to work on global initiatives that truly make a difference.
#LI-HYBRID