Order Management Customer Call Support Analyst

Sanofi•Bogota, NJ

25d•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 Order Management Customer Call Support Senior Analyst for the North America Vaccines team, you'll be at the forefront of delivering exceptional customer experiences while ensuring operational excellence. This pivotal role combines strategic order management with direct customer engagement, making you a key contributor to our business success and customer satisfaction.

Requirements

1-2 years of experience in order processing and customer service, including customer-facing activities, preferably within the pharmaceutical industry.
Solid knowledge of the end-to-end Order-to-Cash process and its connection to customer inventory management.
Experience in managing complex customer relationships, lead process improvements, and excel in fast-paced environments with strong attention to detail.
A customer-first mindset and passion for exceptional service are key.
Strong understanding of customer inventory management systems
Hands-on experience with SAP (preferably S4 Hana) and Salesforce Service Cloud (essential)
Advanced knowledge of SAP SD module functionalities
Proficiency in Microsoft Office with expertise in MS Excel (essential)
Exceptional analytical, problem-solving, and deductive reasoning skills
Detail-oriented with strong organizational abilities
Excellent communication and interpersonal skills
Ability to work collaboratively across functions with an end-to-end mindset
Quick learner, adaptable to changing priorities
Bachelor's degree in business, finance, accounting, or a related field
English & Spanish

Nice To Haves

French proficiency is highly valued

Responsibilities

Ensure accurate and timely processing of customer orders while maintaining compliance with established procedures
Monitor and resolve order blocks using analytical skills and cross-functional collaboration
Achieve and exceed service level targets for order cycle time and perfect order percentage
Manage stock allocation coordination and back-order rescheduling execution to minimize out-of-stock situations
Oversee delivery and invoicing processes, ensuring all shipments have proper documentation
Champion first-call resolution practices for all customer inquiries and requests
Register, classify, and manage customer claims and disputes within established SLA targets
Investigate and resolve issues by coordinating with Supply Chain, Commercial, and Quality teams
Process credit/debit memos and manage returns/refusals according to policy guidelines
Maintain comprehensive case documentation for root cause analysis and continuous improvement
Proactively identify opportunities to enhance operational effectiveness and efficiency
Leverage technology solutions to improve process quality and reduce exceptions
Contribute to continuous improvement initiatives across the Order-to-Cash cycle
Analyse technical solutions and recommend enhancements to strengthen operations

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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