Order Management Customer Call Support Analyst

Order Management Customer Call Support 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 Analyst within our Order Management Customer Call Support team.

Join Sanofi's dynamic North America Vaccines team as an Order Management Customer Call Support Analyst, where you'll be at the forefront of delivering exceptional customer experiences while ensuring operational excellence. This pivotal role combines strategic order management with direct customer interaction, making you a key contributor to our business success and customer satisfaction.

What You'll Do

Core Responsibilities

Order Management Excellence

• First contact resolution of inquiries coming from customers via phone and e-mail. Ensure accurate and timely processing of customer orders while maintaining compliance with established procedures. 
• Partner with local and hub neighboring functions to ensure customer experience and the best possible customer journey. 
• Monitor and resolve order blocks using analytical skills and cross-functional collaboration
• Achieve and exceed service level targets for order cycle time and perfect order percentage
• Manage stock allocation coordination and back-order rescheduling execution to minimize out-of-stock situations
• Oversee delivery and invoicing processes, ensuring all shipments have proper documentation

Customer Experience & Resolution

• Champion first-call resolution practices for all customer inquiries and requests
• Register, classify, and manage customer requests within established SLA targets
• Investigate and resolve issues by coordinating neighboring functions. 
• Maintain comprehensive case documentation for root cause analysis and continuous improvement

 Process Improvement & Innovation

• Proactively identify opportunities to enhance operational effectiveness and efficiency
• Leverage technology solutions to improve process quality and reduce exceptions
• Contribute to continuous improvement initiatives across the Order-to-Cash cycle
• Analyze technical solutions and recommend enhancements to strengthen operations

About you

• Experience: At least 2 years’ experience in with knowledge of order processing and customer service, customer-facing activities 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 and analytical skills (advantageous)  
• Strong understanding of customer inventory management systems
• 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
• Hands-on experience of Salesforces Service Cloud(essential) & SAP in S4 Hana preferably
• Knowledge of Microsoft Office and expertise of MS Excel (essential)  
• Exceptional analytical and problem-solving abilities
• Detail-oriented with strong deductive reasoning skills
• Excellent communication and interpersonal skills
• Ability to work collaboratively across functions with an end-to-end mindset
• Quick learner with ability to adapt to changing priorities
• Education: Bachelor’s degree
• Languages: English: Excellent written and verbal communication (Required) – C1
• French: Professional proficiency is a plus. 

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.

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.

Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!

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