Order Management Customer Call Support Team Lead

Sanofi•Bogota, NJ

40d•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 Team Lead you will manage a team (8-15 analysts) that delivers the best service for sales orders management and customer requests in line with SLA ensuring a positive customer experience

Requirements

3-5 years in customer service, order management, or OTC (preferably pharma)
2+ years leading teams
Strong knowledge of commercial policies, pricing, rebates, and returns.
Hands-on SAP experience (S4 Hana preferred, SD module a plus)
Strong MS Office skills, with advanced Excel expertise
Professional customer interaction skills
Collaborative team player with an end-to-end mindset
Excellent communication and organizational abilities
Customer-focused, detail-oriented, and quality-driven
Creative thinker, proactive, and self-motivated
Able to work autonomously, prioritize tasks, and lead by example
Bachelor's degree in business, finance, accounting, or a related field
English & Spanish

Nice To Haves

French proficiency is highly valued

Responsibilities

Supervise and lead a team delivering exceptional sales order and request management services to internal customers.
Ensure accurate and efficient customer order capture into ERP systems with timely processing from order taking to invoicing.
Monitor operational KPIs and ensure compliance with Sanofi policies and guidelines.
Coordinate local and hub interactions for seamless process execution, particularly managing customer stock impact with Customer Fulfilment representatives.
Develop remediation action plans in coordination with Order Management Customer Call Support Manager and local stakeholders.
Supervise, coach, and manage the complete employee lifecycle for Sales Order Analysts (recruit, evaluate, develop, retain).
Drive continuous improvement initiatives by identifying process optimization opportunities and participating in automation projects.
Address performance issues and provide leadership to foster collaboration, trust, and teamwork culture.
Report quality complaints for Sanofi portfolio products to Quality Department within 1 business day per HUB procedure (DTP).
Manage training and onboarding programs for new hires and determine ongoing professional development needs for direct reports.

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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