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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.

KEY 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 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 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 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
- Monitor operational reports, follow-up on all requests and claims to secure resolution and communication to custom

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1at9v8

📌 Customer Contact Analyst (Bogotá)
🏢 Sanofi
📍 Bogotá