Customer Contact Management Senior Analyst (Portuguese Speakers))

Customer Contact Management Senior Analyst (Portuguese speakers )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 Senior Analyst within our Customer Contact Management teamOur organization in Bogota is growing fast, and we're always looking for talented professionals to join our Order to Cash service line.
Apply to this "Evergreen" job ad, and we'll get in touch with you when a suitable opportunity comes up for you!
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 that's 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, we're 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: Master data Management Sales orders Management Requests and Disputes Management Credit Risk and Credit Data Management Collections and Customer Contact Management Cash Application and Receivables Management AR related Month-end Closing, Reporting and Non-trade Invoice Management These 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 company's working capital.
A person eager to be part of our transformation to make Sanofi best in class, while contributing to the company's results so they can be reinvested to support our purpose: We chase the miracles of science to improve people's lives.
Main responsibilities: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.
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 to initiate 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 registrering process Liaise with the 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 appropiate 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 customer "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." Experience: At least 2-4 years experience in Customer service in contact with the customers or similar (essential) preferably in Pharma Strong understanding of order to cash overall processes Good business acumen (advantageous) Experience in call centers resolving customers issues (advantageous) Strong problem solving, deductive and analytical skills (advantageous) Soft and technical skills: 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) Is self-motivated, well organized, hard-working, detail-minded, clear thinker, quick learner Well-inclined towards change and has the ability to work under pressure.
Team player, able to work collaboratively transversally and with front line teams with an end-to-end mindset (essential) Good communication skills (essential) Languages: Advanced Portugues written and verbal Secondary English language - B2When joining our team, you will experience: An international work environment, in which you can develop your talent and realize ideas and innovations within a competent team An attractive, market-oriented salary and cafeteria benefits Flexible home office policy, with a possibility to work up to 60% of time from home / where you can easily schedule your office days Work from an "Office of the Year 2020" finalist office Collective life and accident insurance Yearly medical check-up package An individual and well-structured introduction and training of new employees and we will dedicate a Buddy for you to better navigate in your first weeks Your own career path within Sanofi.
Your professional and personal development will be supported purposefully Join a great community & special events (Monthly Board Game Nights, Summer Events, Well-Being Lectures & Sport Clubs) 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 leaveColombia 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.Pursue .
Discover .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 and check out our Diversity Equity and Inclusion actions at !#LI-LAT#LI-HybridPursue , discover Better is out there.
Better medications, better outcomes, better science.
But 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.
So, let's be those people.At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, ability or gender identity.Watch our and check out our Diversity Equity and Inclusion actions at !