Customer Contact Management Analyst Latam

Customer Contact Management Analyst Latam

JOB PURPOSE:

• 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 appropiate 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

JOB-HOLDER ENTRY REQUIREMENTS:

Language

• Excellent English written and verbal  

Functional Skills

• At least 2 years´ experience in Customer service in contact with the customers or similar (essential) preferably in Pharma  
• Strong understanding of order to cash overall processes
• Good business acumen (advantageous)  
• Experience in call centers resolving customers issues (advantageous)
• Strong problem solving, deductive and analytical skills (advantageous)  

Technical

• Hands-on experience of Salesforces Service Cloud(essential) & SAP in S4 Hana preferably
• Knowledge of Microsoft Office and expertise of MS Excel (essential)  

Interpersonal

• 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) 

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.

To apply under the disability condition, it is necessary to have a certificate issued in accordance with the provisions of the Ministry of Health and Social Protection to comply with the obligations established in Law 2466 of 2025 regarding the hiring of people with disabilities.

If you require any reasonable accommodation or adjustment during the recruitment process, please inform the Talent Acquisition team. This information will be treated confidentially and will not impact your application.

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