Job title: Customer Fulfilment Management

• 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 Customer Fulfilment Management within our Customer Contact Management team, you’ll collect and register inquiries, requests, claims, returns from external and internal customers in a timely manner, based on predefined priorities

Main responsibilities:

• 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
  • Apply internal control rules whenever required
  • Monitor operational reports, follow-up on all requests and claims to secure resolution and communication to customer

About you

• Experience: 1 year of experiencie in Customer Service in contact with customers or similar
• Soft and technical skills: Strong understanding of order to cash overall processes, hands-on experience of Salesforces Service Cloud, SAP and Microsoft Office experiencie
• Education: High School Diploma
• Languages: Advance in English

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 and check out our Diversity Equity and Inclusion actions at sanofi.com!

#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 and check out our Diversity Equity and Inclusion actions at sanofi.com!