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
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📌 Order Management Customer Call Support Analyst (Bogotá)
🏢 Sanofi
📍 Bogotá
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