**Job title** : _Customer Contact Management Senior Analyst_ + _Location: Bogotá, Colombia_ **_About the job:_** _As a_ **_Customer Contact Management Senior Analyst_** _in our Order to Cash team, you will play a key role in ensuring customer satisfaction by resolving requests and disputes efficiently. You’ll collaborate with colleagues across Supply Chain, Commercial, and Quality, while gaining valuable experience in a global, fast-growing environment. This position offers opportunities for professional growth, continuous learning, and contributing to a team that supports Sanofi’s mission of improving lives._ _Ready to push the limits of what’s possible? Join Sanofi in one of our corporate functions and you can play a vital part in the performance of our entire business while helping to make an impact on millions around the world. As_ **_Customer Contact Management Senior Analyst_** _within our_ **_Order to Cash team_** _, you’ll ensure customer satisfaction by managing requests and disputes, collaborating with cross-functional teams, and driving timely, effective solutions that support both our customers and Sanofi’s mission._ **Main responsibilities:** + Act as the main point of contact for customer requests, claims, and inquiries. + Register and track cases, ensuring timely follow-up and resolution. + Investigate issues by coordinating with internal and external stakeholders. + Apply policies and procedures to process claims, returns, and credit/debit memos. + Monitor open cases and keep customers informed of progress and outcomes. + Ensure compliance with reporting requirements for product-related quality complaints. **_About you:_** + **Experience** : _Background in customer service or customer support, ideally with exposure to handling requests, disputes, or claims in a corporate or shared services environment._ + **Soft and technical skills** : Strong problem-solving and analytical abilities, excellent communication and interpersonal skills, confident using Microsoft Excel, Salesforce Service Cloud, and SAP. Ability to take ownership, stay organized, and work effectively under pressure. + **Education** : _University degree in a relevant field_ + **Languages** : Fluent Portuguese (C1 or above) and good English communication skills (B2). **_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. **Pursue** _Progress_ . **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. Watch our ALL IN video (https://www.youtube.com/watch?v=SkpDBZ-CJKw&t=67s) and check out our Diversity Equity and Inclusion actions at sanofi.com (https://www.sanofi.com/en/our-responsibility/equality-and-inclusiveness) ! \#LI-LAT \#LI-Hybrid **Pursue** **_progress_** **, discover** **_extraordinary_** 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 ALL IN video (https://www.youtube.com/watch?v=SkpDBZ-CJKw&t=67s) and check out our Diversity Equity and Inclusion actions at sanofi.com (https://www.sanofi.com/en/our-responsibility/equality-and-inclusiveness) ! Global Terms & Conditions and Data Privacy Statement (https://www.sanofi.com/en/careers/global-terms-and-conditions/) Sanofi is dedicated to supporting people through their health challenges. We are a global biopharmaceutical company focused on human health. We prevent illness with vaccines, provide innovative treatments to fight pain and ease suffering. We stand by the few who suffer from rare diseases and the millions with long-term chronic conditions. With more than 100,000 people in 100 countries, Sanofi is transforming scientific innovation into healthcare solutions around the globe. Discover more about us visiting www.sanofi.com or via our movie We are Sanofi (https://youtu.be/96EwNjb1TLo) As an organization, we change the practice of medicine; reinvent the way we work; and enable people to be their best versions in career and life. We are constantly moving and growing, making sure our people grow with us. Our working environment helps us build a dynamic and inclusive workplace operating on trust and respect and allows employees to live the life they want to live. All in for Diversity, Equity and Inclusion at Sanofi - YouTube (http://www.youtube.com/watch?v=SkpDBZ-CJKw&t=2s)