Order Management Customer Call Support Analyst

Job title: Order Management Customer Call Support Analyst

• Location: Bogotá, Colombia

About the job

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.

Main responsibilities:

Order Management Excellence:

• 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

Customer Experience & Resolution:

• 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

Process Improvement & Innovation:

• 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

About you

Experience: 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.

Soft and technical skills:

• 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

Education: Bachelor’s degree in business, finance, accounting, or a related field

Languages: English & Spanish. French proficiency is highly valued

Why choose us?

• 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.

PursueProgress. Discover Extraordinary.

Progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. You can be one of those people. Chasing change, embracing new ideas and exploring all the opportunities we have to offer. Let’s pursue progress. And let’s discover extraordinary together.

At Sanofi, we provide equal opportunities to all regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.

Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!

#LI-LAT

#LI-Hybrid