Order Management Customer Call Support Senior Analyst_
- _ Location: Bogotá, Colombia_

_ 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 Senior Analyst for the North America Vaccines team, 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 engagement, making you a key contributor to our business success and customer satisfaction._

Main responsibilities:
Order Management Excellence:
- Ensure accurate and timely processing of customer orders while maintaining compliance with established procedures
- 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 claims and disputes within established SLA targets
- Investigate and resolve issues by coordinating with Supply Chain, Commercial, and Quality teams
- Process credit/debit memos and manage returns/refusals according to policy guidelines
- 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

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