Customer Contact Management Senior Analyst

Sanofi•Bogota, NJ

34d•Hybrid

About The Position

Our Hubs are a crucial part of how we innovate, improving performance across every Sanofi department and providing a springboard for the amazing work we do. Build a career and you can be part of transforming our business while helping to change millions of lives. Ready? As Customer Contact Management Senior Analyst within our O2C Team. Main responsibilities: Responsible for managing requests and disputes from customers. Registers the cases in systems and classifies them according to the classification matrix. Performs a first analysis to analyze and resolve within fixed service level target time. Coordinates with other neighboring functions (e.g Supply Chain, Commercial, Quality) to close the case by gathering information and investigating. The objective is to reach the highest first call resolution rate and provide a positive customer experience framed by a target lead time determined by priorities. This role requires a detailed understanding of Order to Cash activities passionated by customer satisfaction and problem resolution. ORGANIZATIONAL CONTEXT: SBS O2C KEY ACCOUNTABILITIES: Registering activities Collect and register inquiries, requests, claims, returns from external and internal customers in a timely manner, based on predefined priorities. This activity is driven by "first call resolution" practice especially for requests. As case owner you are responsible to initiate and track until: Perform a claims/returns policy check, and escalate non-compliant cases to the accountable business contact for decision Coordinate with internal or external stakeholders to investigate the cases based on the information gathering during registrering process Liaise with the with third party or internal sites in case of refusal, damage, overage, DC error, shortage When relevant inform internal stakeholders to communicate decision Guarantee that classification of requests and claims is consistently applied allowing to perform root cause analysis Requests/Claims resolution: Select the appropriate resolution process as per request/claim management guidelines, manage subsequent documents, such as credit/debit memo and/or returns/refusals orders Ensure approval workflow is followed to obtain relevant approvals Apply internal control rules whenever required Monitor operational reports, follow-up on all requests and claims to secure resolution and communication to customer "In the event that the employee receives notice related to quality complaint for Sanofi portfolio products (including medical devices), he/she shall report it to the Quality Department in accordance with the HUB procedure (DTP), within 1(one) business day from receipt."

Requirements

At least 2-4 years´ experience in Customer service in contact with the customers or similar (essential) preferably in Pharma
Strong understanding of order to cash overall processes
Hands-on experience of Salesforces Service Cloud(essential) & SAP in S4 Hana preferably
Knowledge of Microsoft Office and expertise of MS Excel (essential)
Ability to interact with customers in a professional manner (essential)
Is self-motivated, well organized, hard-working, detail-minded, clear thinker, quick learner
Well-inclined towards change and has the ability to work under pressure.
Team player, able to work collaboratively transversally and with front line teams with an end-to-end mindset (essential)
Good communication skills (essential)
Bachelor's degree
Excellent English written and verbal

Nice To Haves

Good business acumen (advantageous)
Experience in call centers resolving customers issues (advantageous)
Strong problem solving, deductive and analytical skills (advantageous)
Secondary French language is a plus

Responsibilities

Responsible for managing requests and disputes from customers.
Registers the cases in systems and classifies them according to the classification matrix.
Performs a first analysis to analyze and resolve within fixed service level target time.
Coordinates with other neighboring functions (e.g Supply Chain, Commercial, Quality) to close the case by gathering information and investigating.
Collect and register inquiries, requests, claims, returns from external and internal customers in a timely manner, based on predefined priorities.
Perform a claims/returns policy check, and escalate non-compliant cases to the accountable business contact for decision
Coordinate with internal or external stakeholders to investigate the cases based on the information gathering during registrering process
Liaise with the with third party or internal sites in case of refusal, damage, overage, DC error, shortage
When relevant inform internal stakeholders to communicate decision
Guarantee that classification of requests and claims is consistently applied allowing to perform root cause analysis
Select the appropriate resolution process as per request/claim management guidelines, manage subsequent documents, such as credit/debit memo and/or returns/refusals orders
Ensure approval workflow is followed to obtain relevant approvals
Apply internal control rules whenever required
Monitor operational reports, follow-up on all requests and claims to secure resolution and communication to customer
In the event that the employee receives notice related to quality complaint for Sanofi portfolio products (including medical devices), he/she shall report it to the Quality Department in accordance with the HUB procedure (DTP), within 1(one) business day from receipt.

Benefits

Discover endless opportunities to grow your talent and drive your career, whether it's through a promotion or lateral move, at home or internationally.
You'll be part of leading the first experiences a job seeker has with Sanofi and ensuring it is best-in-class and driving conversions.
You'll be part of a truly diverse cross-cultural team and can have real business impact.
Flexible working policies, including up to 50% remote work.
Private medical care, life and health insurance, and gender-neutral paid parental leave
Colombia is one of Sanofi's key locations for new talents, having a big footprint with the Bogota HUB and its best-in-class operation.
Mexico and Argentina Play an instrumental part in creating best practice and innovation within our 3 vaccines production plants.

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