Customer Contact Management 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 Customer Contact Management Analyst within our Order to Cash team, you’ll manage customer requests and disputes, ensuring timely resolution and delivering a best-in-class experience.

We are an innovative global healthcare company with one purpose: to chase the miracles of science to improve people’s lives. We’re also a company where you can flourish and grow your career, with countless opportunities to explore, make connections with people, and stretch the limits of what you thought was possible. Ready to get started?

Main responsibilities:

• Manage customer requests and disputes, registering cases in systems and classifying them according to the matrix.

• Perform initial analysis and resolve cases within service level targets.

• Coordinate with Supply Chain, Commercial, and Quality teams to gather information and close cases.

• Act as case owner, ensuring end-to-end tracking and resolution.

• Apply classification consistently to enable root cause analysis.

• Select appropriate resolution processes, manage related documents (credit/debit memos, returns orders), and follow approval workflows.

• Monitor operational reports and follow up to secure resolution and communication to customers.

About you

• Experience in customer service or similar roles, preferably in Pharma.

• Strong understanding of Order-to-Cash processes.

• Strong English communication skills and Portuguese proficiency (B2+ or higher) are required — both languages are mandatory.

• Hands-on experience with Salesforce Service Cloud and SAP S4 Hana.

• Proficient in Microsoft Office, especially Excel.

• Strong problem-solving and analytical skills.

• Ability to work under pressure, adapt to change, and collaborate across teams.

Why choose us? (External)

• 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! 

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