**Job title** : _Order Management Customer Call Support 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 exceptions + Contribute to continuous improvement initiatives across the Order-to-Cash cycle + Analyse technical solutions and recommend enhancements to strengthen operations **_About you_** **Experience** : _1–2 years of experience in order processing and customer service, including customer-facing activities, preferably within the pharmaceutical industry. Solid knowledge of the end-to-end Order-to-Cash process and its connection to customer inventory management. Experience in_ _managing complex customer relationships, lead process improvements, and excel in fast-paced environments with strong attention to detail. A customer-first mindset and passion for exceptional service are key._ **Soft and technical skills** : + Strong understanding of customer inventory management systems + Hands-on experience with SAP (preferably S4 Hana) and Salesforce Service Cloud (essential) + Advanced knowledge of SAP SD module functionalities + Proficiency in Microsoft Office with expertise in MS Excel (essential) + Exceptional analytical, problem-solving, and deductive reasoning skills + Detail-oriented with strong organizational abilities + Excellent communication and interpersonal skills + Ability to work collaboratively across functions with an end-to-end mindset + Quick learner, adaptable to changing priorities **Education** : _Bachelor’s degree in business, finance, accounting, or a related field_ **Languages** : English & Spanish. French proficiency is highly valued _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)