Customer Contact Management Team Lead

Customer Contact Management Team Lead

• 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 Customer Contact Management Team Lead within our O2C team.

Main responsibilities:

The role of Order to Cash – Customer contact management Team Lead:

• Supervise team that delivers the best customer experience by understanding customer issues, providing the appropriate answer in the best manner
• Monitor KPIs (such as first call resolution rate, dispute lead time), analyze and identify deviation compared to the agreed target
• Address operational issues and follow through to resolution in an effective and timely manner
• Manage stakeholders, both internal and external
• Coach Requests & Disputes analysts, team size is 7-10 FTE’s
• Drive continuous improvement initiatives

ORGANIZATIONAL CONTEXT:

Business Operations O2C

KEY ACCOUNTABILITIES:

• Supervise a team that delivers the best customer experience by understanding customer issues, providing the appropriate answer in the best manner for the respective countries in scope
• Responsible for capturing customer requests and claims into the system
• Responsible for requests, queries and disputes resolution of customers; from inbound communication to case closing including related credit/debits note creations in the dedicated system
• Responsible for organizing local and HUB’s interactions for the related processes to ensure customer satisfaction
• Monitor operational KPI’s and compliance with Sanofi policies (like disputes and returns policies) and guidelines
• In coordination with the Customer contact mgmt. Manager and when necessary with the local stakeholders and customer fulfiment local representatives, elaborate remediation action plan. Ensure continuous improvement of the requests & disputes management process.
• “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.”

Supervise, coach Customer contact mgmt Analysts

• Share expertise and provide coaching
• Anticipate workload and allocate resources for effective and efficient delivery
• Employee lifecycle management (recruit, evaluate, develop, reward, retain team)
• Address performance issues and make recommendations for personnel actions
• Shape and promote a culture of collaboration, trust, and teamwork, throughout the team through leadership and effective communication
• Focusing on employee retention and engagement, advise actions to management in this relation
• Create and regularly update job description of direct reports.

Continuous Improvement

• Identify process improvement opportunities through elimination of redundant activities
• Participate in process automation initiatives and ensure seamless adoption and transition
• Participate in regional/global projects as required

Trainings

• Ensure onboarding of new hires and related trainings are organized
• Determine the training need of direct reports, provide the professional trainings of them according to the procedures and work instructions by collaborating with Requests and Disputes Manager

About you

• Experience: At least 3-5 years´s experience in Customer service, Order to Cash & Claims/Customer contact management or similar (essential) preferably in Pharma
• Understand commercial policies, pricing, rebates, on-off invoices, returns and claims policies (essential)
• Experience in running services within a Business Services organization (advantageous)
• Experience in call centers resolving customers issues (advantageous)
• Soft and technical skills: Good business acumen (advantageous)
• Strong problem solving, deductive and analytical skills (advantageous)
• Hands-on experience of Salesforces service cloud (essential) & SAP in S4 Hana preferably
• Knowledge of Microsoft Office and expertise of MS Excel (essential) 
• Ability to interact with customers in a professional manner (essential)
• Team player, able to work collaboratively transversally and with front line teams with an end-to-end mindset (essential)
• Good communication skills (advantageous)
• Attentive to customer needs and feedback (essential)
• Leadership
• Ability to work autonomously and take ownership of tasks and processes (essential)
• Ability to organize, prioritize and structure the tasks for oneself and direct reports (essential)
• Attentive to detail and works with precision (advantageous)
• Action oriented, delivery driven, change agent (advantageous)
• Lead by example to deliver high quality service, customer satisfaction (advantageous)
• Education: (ask for qualifications only if they are essential for performing the role)
• Languages: Good command of English/Portuguese or French

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!

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