Customer Contact Management Analyst (Portuguese Speakers) Sanofi Bogota, D.C., Capital District, Colombia Join or sign in to find your next job Join to apply for the Customer Contact Management Analyst (Portuguese Speakers) role at Sanofi Customer Contact Management Analyst (Portuguese Speakers) Sanofi Bogota, D.C., Capital District, Colombia 2 weeks ago Be among the first 25 applicants Join to apply for the Customer Contact Management Analyst (Portuguese Speakers) role at Sanofi Get AI-powered advice on this job and more exclusive features. Customer Contact Management Analyst (Portuguese Speakers) 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. Job Purpose Manage requests and disputes from customers, register cases in systems, and classify them according to the classification matrix. Perform initial analysis to resolve issues within fixed service level targets. Coordinate with other functions (Supply Chain, Commercial, Quality) to close cases by gathering information and investigating. Aim to reach the highest first call resolution rate and provide a positive customer experience within targeted lead times. This role requires a detailed understanding of Order to Cash activities, passion for customer satisfaction, and problem resolution. Organizational Context SBS O2C Key Accountabilities Register inquiries, requests, claims, and returns from customers promptly, based on priorities, focusing on first call resolution. As case owner, initiate and track resolution processes, perform policy checks, escalate non-compliance, investigate cases, liaise with stakeholders, and communicate decisions. Ensure classification consistency for root cause analysis. Requests/Claims Resolution Select appropriate resolution processes, manage documents, ensure approval workflows, apply internal controls, and monitor requests to secure resolution and communication. About You At least 2 years’ experience in customer service, preferably in Pharma. Strong understanding of order-to-cash processes. Experience with Salesforce Service Cloud and SAP S/4HANA is essential. Proficiency in Microsoft Office, especially Excel. Excellent communication skills in English and Portuguese (B2, C1, C2). Self-motivated, organized, detail-oriented, quick learner, and able to work under pressure. Team player with an end-to-end mindset. Why choose us? Opportunities for growth, international mobility, and leadership development. Inclusive, diverse work environment with flexible policies, including remote work. Benefits like private health insurance, parental leave, and more. Join us in pursuing progress and discovering the extraordinary. We are committed to equal opportunities for all. #J-18808-Ljbffr