Order Management Customer Call Support Senior Analyst

Order Management Customer Call Support Senior Analyst

• Location: Bogotá

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 within our Order Management Customer Call Support team.

The role of the Order Management Customer Call Support Senior Analyst is to support the accurate, efficient and compliant customer order processing as well as managing requests from customers. This role requires a detailed understanding of Order to Cash activities passionated by customer satisfaction and problem resolution.

• Responsible for customer orders administration to achieve the agreed upon service level required for order cycle time, % perfect orders, etc. By analyzing , resolving the issues in case of block using established procedures with the appropriate justification engaging with other related functions according to target lead time you will directly contribute to deliver a positive customer experience.
• As a Senior Analyst, you will have the responsibility to be proactive in understanding and analyzing technical solutions and how to improve them. You will be asked to identify areas to strengthen the operational effectiveness and excellence, leverage technology, improve the quality of process, and limit the number of exceptions.
• 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.

KEY ACCOUNTABILITIES:

Responsible for Customer order administration

• Monitor order validation by exception to ensure they are accurate and can be processed to the next stage of the process.
• The objective is to solve any type of issues; checks can be related to order incompletion or block in the system according to the business rules (products, customer segments).
• When required, block the order for delivery or billing and responsible to follow up to remove delivery as appropriate when issue is resolved and liaise with the impacted stakeholders (e.g. Distribution)
• Monitor orders blocked and performs modification upon requests from the relevant stakeholders (e.g., delivery date change, quantity change, etc.) identify the reason associated and document the changes done
• Liaise with local responsible to ensure the proper execution of stock allocation that has been previously set-up into the system. Ensure the right coordination to manage the exceptions, reschedule backorders, and investigate possibilities to mitigate to limit out of stock (Delay deliveries, Short-Shelf-Life stock).
• Ensure the deliveries and invoicing processes according to the expected lead times, and provide the necessary documentation for shipments
• Contribute to continuous improvement of order processing as required by Manager, Global Process Lead.
• -“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.”

About you

• Experience: At least 3 or 4 years’ experience in with knowledge of order processing and customer service or similar (essential) preferably in Pharma 
• Soft and technical skills: Good business acumen (advantageous) 
• Overall Order to cash knowledge including link with customer inventory management (essential)
• Strong problem solving, deductive (advantageous) 
• Hands-on experience of SAP (essential) in S4 Hana preferably
• Extended practices of SD SAP module with different functionalities
• Strong understanding of customer inventory management
• Knowledge of Microsoft Office and expertise of MS Excel (essential) 
• Ability to interact with internal stakeholders in issue resolution (essential) 
• Detail-minded, clear thinker, quick learner 
• Team player, able to work collaboratively transversally and with front line teams with an end-to-end mindset (essential) 
• Good communication skills (advantageous)
• Education: Bachelor’s degree
• Languages: Excellent English written and verbal
• French fluency is highly appreciated

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.DiscoverExtraordinary.

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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