Customer Contact Management Senior Analyst North America

Customer Contact Management Senior Analyst North AmericaLocation: BogotáAbout 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

Why join our team? Our Order to Cash (O2C) team aims for excellence, equipping Sanofi with a robust core model, seconded with best of breed digital solutions embedding artificial intelligence and machine learning functionalities.

Our international presence, our ambition to become a global reference player for all order to cash related processes mean that our team works on a variety of projects with opportunities for a rich mix of work. This leads to a challenging and stimulating professional experience full of growth and learning. We offer a diverse and dynamic environment thats growing at pace.

Over the past two years, Sanofi Business Services (SBS) has doubled in size and increased its scope. As one department within SBS, were also part of something much bigger. This provides opportunities for learning, growing, job moves and a diversified, fulfilling career.

Our function at a glance:Our O2C team to handle the following activities:1. Master data Management2. Sales orders Management3.

Requests and Disputes Management4. Credit Risk and Credit Data Management5. Collections and Customer Contact Management6.

Cash Application and Receivables Management7. AR related Month-end Closing, Reporting and Non-trade Invoice ManagementThese operations are critical for customers & patients products fulfillment, accurate accounting, generating cash flow, customer satisfaction.

Connect with us if you are…

• An expert in global processes (master data, sales orders administration, claims, credit, collection, reporting, process mining and data analytics), looking to share your knowledge.
• A professional who thrives in an international environment, where you can develop your talent and realize ideas and innovations within a dynamic team of experts.
• An agent for change, looking to develop new ways of working and driving company performance through continuous improvement that increases the companys working capital.
• A person eager to be part of our transformation to make Sanofi best in class, while contributing to the companys results so they can be reinvested to support our purpose: We chase the miracles of science to improve peoples lives.

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 O2CKEY 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 for initiating 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 registering 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 appropriate 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 customers“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 2-4 years´ experience in Customer service in contact with the customers or similar (essential) preferably in PharmaSoft and technical skills: Strong understanding of order to cash overall processes

Good business acumen

Experience in call centers resolving customers issues

Strong problem solving, deductive and analytical skills

Hands-on experience of Salesforces Service Cloud & SAP in S4 Hana preferably

Knowledge of Microsoft Office and expertise of MS Excel Ability to interact with customers in a professional manner

Is self-motivated, well organized, hard-working, detail-minded, clear thinker, quick learner

Well-inclined towards change and can work under pressure.Team player, able to work collaboratively transversally and with front line teams with an end-to-end mindset

Good communication skills

Languages: Excellent English written and verbal(C1, C2)Secondary French language is a plus

Why choose us? Discover endless opportunities to grow your talent and drive your career, whether its through a promotion or lateral move, at home or internationally. Youll be part of leading the first experiences a job seeker has with Sanofi and ensuring it is best-in-class and driving conversions.

Youll 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 Sanofis 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. Pursue Progress.

Discover Extraordinary. Progress doesnt 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. Lets pursue progress. And lets 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#️null

Information :

• Company : Sanofi
• Position : Customer Contact Management Senior Analyst North America
• Location : Bogotá, Bogotá D.C.
• Country : CO