Job title_ - _ Location: Bogotá_ - _ Job type: Full time_ About the job Our Team: Sanofi Global Services Bogota Hub was established and joined the Sanofi Global Services Hub Network in 2022 to support Sanofi Americas region with best-in-class finance and human resources services with the addition of transversal expertise to manage complex projects and changes, as well as build continuous improvement, automation, and process enhancements. Our continuously growing team of talented Sanofians is developing and innovating to enhance Sanofi's services and contribute to the mission of chasing the miracles of science. Why join our team? Our Order to Cash (O2C) team aims for excellence, equipping Sanofi with a robust core model, seconded with best of breed digital solutions embedding artificial intelligence and machine learning functionalities. Our international presence, our ambition to become a global reference player for all order to cash related processes mean that our team works on a variety of projects with opportunities for a rich mix of work. This leads to a challenging and stimulating professional experience full of growth and learning. We offer a diverse and dynamic environment that’s growing at pace. Over the past two years, Sanofi Business Operations has doubled in size and increased its scope. As one department within Business Operations, we’re also part of something much bigger. This provides opportunities for learning, growing, job moves and a diversified, fulfilling career. Our function at a glance: Our O2C team to handle the following activities: Master data Management Sales orders Management Requests and Disputes Management Credit Risk and Credit Data Management Collections and Customer Contact Management Cash Application and Receivables Management AR related Month-end Closing, Reporting and Non-trade Invoice Management These operations are critical for customers & patients products fulfillment, accurate accounting, generating cash flow, customer satisfaction. Connect with us if you are - An expert in global processes (master data, sales orders administration, claims, credit, collection, reporting, process mining and data analytics), looking to share your knowledge. - A professional who thrives in an international environment, where you can develop your talent and realize ideas and innovations within a dynamic team of experts. - An agent for change, looking to develop new ways of working and driving company performance through continuous improvement that increases the company’s working capital. - A person eager to be part of our transformation to make Sanofi best in class, while contributing to the company’s results so they can be reinvested to support our purpose: We chase the miracles of science to improve people’s lives. Main responsibilities: - 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 customer About you Language - Excellent English written and verbal - French is a plus Functional Skills - At least 2-4 years´ experience in Customer service in contact with the cu