Job Description: Order Management Customer Call Support Senior Analyst - 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. Ready? As Order Management Customer Call Support Senior Analyst within our Order Management Customer Call Support team. The role of the Order Management Customer Call Support Senior Analyst is to support the accurate, efficient and compliant customer order processing as well as managing requests from customers. This role requires a detailed understanding of Order to Cash activities passionated by customer satisfaction and problem resolution. - Responsible for customer orders administration to achieve the agreed upon service level required for order cycle time, % perfect orders, etc. By analyzing , resolving the issues in case of block using established procedures with the appropriate justification engaging with other related functions according to target lead time you will directly contribute to deliver a positive customer experience. - As a Senior Analyst, you will have the responsibility to be proactive in understanding and analyzing technical solutions and how to improve them. You will be asked to identify areas to strengthen the operational effectiveness and excellence, leverage technology, improve the quality of process, and limit the number of exceptions. - 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. KEY ACCOUNTABILITIES: Responsible for Customer order administration - Monitor order validation by exception to ensure they are accurate and can be processed to the next stage of the process. - The objective is to solve any type of issues; checks can be related to order incompletion or block in the system according to the business rules (products, customer segments). - When required, block the order for delivery or billing and responsible to follow up to remove delivery as appropriate when issue is resolved and liaise with the impacted stakeholders (e.g. Distribution) - Monitor orders blocked and performs modification upon requests from the relevant stakeholders (e.g., delivery date change, quantity change, etc.) identify the reason associated and document the changes done - Liaise with local responsible to ensure the proper execution of stock allocation that has been previously set-up into the system. Ensure the right coordination to manage the exceptions, reschedule backorders, and investigate possibilities to mitigate to limit out of stock (Delay deliveries, Short-Shelf-Life stock). - Ensure the deliveries and invoicing processes according to the expected lead times, and provide the necessary documentation for shipments - Contribute to continuous improvement of order processing as required by Manager, Global Process Lead. - -"In the event that the employee receives notice related to quality complaint for Sanofi portfolio products (including medical devices), he/she shall report it to the Quality Department in accordance with the HUB procedure (DTP), within 1(one) business day from receipt." About you - Experience: At least 3 or 4 years' experience in with knowledge of order processing and customer service or similar (essential) preferably in Pharma - Soft and technical skills: Good business acumen (advantageous) - Overall Order to cash knowledge including link with customer inventory management (essential) - Strong problem solving, deductive (advantageous) - Hands-on experience of SAP (essential) in S4 Hana preferably - Extended practices of SD SAP module with different functionalities - Strong understanding of customer inventory management - Knowledge of Microsoft Office and expertise of MS Excel (essential) - Ability to interact with internal stakeholders in issue resolution (essential) - Detail-minded, clear thinker, quick learner - Team player, able to work collaboratively transversally and with front line teams with an end-to-end mindset (essential) - Good communication skills (advantageous) - Education: Bachelor's degree - Languages: Excellent English written and verbal - French fluency is highly appreciated 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. To apply under the disability condition, it is necessary to have a certificate issued in accordance with the provisions of the Ministry of Health and Social Protection to comply with the obligations established in Law 2466 of 2025 regarding the hiring of people with disabilities. If you require any reasonable accommodation or adjustment during the recruitment process, please inform the Talent Acquisition team. This information will be treated confidentially and will not impact your application. 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!

Title: Client Service Support Specialist Department: Care Delivery Job Description: Location: Remote - US Position Summary: The Client Service Support Specialist is responsible for delivering personalized, accurate, and compassionate assistance to clients, their family members, and their caregivers as they navigate complex issues related to support services. The Client Service Support Specialist’s goal is to ensure our clients feel heard, valued, and supported, and they will accomplish that goal by responding to inquiries with a balance of efficiency and empathy, ensuring every interaction is meaningful and every concern is met with urgency and understanding. Essential Functions: - Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. - Serve as the first point of contact for clients seeking support services, appeals, grievance, social service needs, billing issues, and insurance coverage. - Listen actively to client concerns, respond with empathy, and deliver accurate, timely solutions across communication channels (phone, chat, email). - Support clients navigating complex issues including appeals and grievance submissions and status updates. - Billing discrepancies and insurance coverage clarifications. - Community-based SDOH-related referrals. - Escalations and compliance-sensitive concerns. - Provide warm handoffs to internal specialists or external partners when additional expertise or intervention is needed. - Document all interactions clearly and accurately in the CRM system to ensure continuity of care and compliance with policies. - Recognize urgent or high-risk issues and escalate appropriately using established protocols. - Maintain up-to-date knowledge of service offerings and regulations. - Collaborate cross-functionally with internal departments. - Participate in quality improvement efforts, team meetings, and feedback sessions to ensure excellent client experience. Knowledge, Skills, and Abilities: - Bachelor’s degree required - A minimum of 3 years of customer experience in a healthcare contact center setting - Experience in a virtual contact center with digital navigation preferred - Demonstrated commitment to serving diverse populations with empathy, humility, and respect for cultural differences - Exceptional verbal and written communication skills, able to simplify complex information with compassion and clarity - Familiarity with billing processes, insurance plans, appeals, and grievance resolution - Understanding of Social Determinants of Health (SDOH) and ability to guide clients toward appropriate resources - Ability to remain calm and professional under pressure, especially when handling escalations - Demonstrated problem-solving skills and resourcefulness in navigating client needs - Experience working with HIPAA-regulated data and maintaining client confidentiality - Comfortable using CRM systems, ticketing platforms and digital communication tools - Strong organizational skills with attention to detail and follow-through - Ability to learn new processes and adapt to changes - Team-oriented, adaptable, and energized by a mission-driven, fast-paced environment - Use initiative to identify problems and provide solutions - Exceptional problem-solving and time management skills Served with Honor is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, marital status, disability or any other basis prohibited by law.

Role Description ISA is looking for a motivated Live Chat Agent to join our team in a full-time remote capacity. This entry-level position offers a fantastic opportunity to kick-start your career in the construction industry while providing exceptional customer support through live chat. In this role, you will be the first point of contact for our clients, assisting them with inquiries and providing solutions in real-time. Your contributions will be essential in enhancing customer satisfaction and supporting our mission to deliver outstanding service. - Respond promptly to customer inquiries via live chat - Provide accurate information regarding products and services - Resolve customer issues efficiently and effectively - Document customer interactions and feedback - Collaborate with team members to enhance service delivery - Identify and escalate complex issues to appropriate departments - Maintain up-to-date knowledge of company offerings - Assist in improving the live chat process and customer experience Qualifications - High school diploma or equivalent - Excellent written communication skills - Strong problem-solving abilities - Ability to multitask and manage time effectively - Proficiency in using chat software and customer support tools - Detail-oriented with a focus on customer satisfaction - Basic understanding of the construction industry is a plus - Willingness to learn and adapt in a fast-paced environment Company Description Join our team at ISA and embark on a journey of growth and innovation.

Role Description Are you a customer-focused professional who thrives in delivering exceptional service and building strong client relationships? We’re looking for a Home-Based Customer Experience and Operations Support to join our DCX team. In this role, you will support partner brands by managing orders, resolving concerns, and ensuring a seamless end-to-end customer experience while maintaining operational efficiency. This is a great opportunity to contribute to a growing organization while developing your skills in a fast-paced environment. Qualifications - Education: Bachelor's degree in Marketing, Communications, Business Administration, or any related field. - Experience: 1-2 years of direct Promotional, Customer Service, or Order Management role. - Language Proficiency: Strong verbal, written, and English communication skills. - Working Schedule: Ability to work overnight/graveyard shifts in Philippine time or within US operating hours. Requirements - Highly Detail-Oriented & Process-Driven: Ensures accuracy and consistency across tasks and systems. - Multi-System Navigation: Comfortable operating across multiple systems simultaneously. - Ownership & Accountability: Takes responsibility for tasks and delivers results with minimal supervision. - Proactive & Solutions-Oriented: Identifies issues early and contributes to process improvements. - Customer & Operations Balance: Maintains excellent customer experience while ensuring operational efficiency. - Core Customer Support + Ticketing: - Experience managing high-volume inboxes. - Ability to prioritize, tag, and triage tickets by urgency + order stage. - Strong written communication (clear, professional, efficient). - Experience meeting SLA requirements (Etsy / live chat responsiveness). - Ability to escalate issues appropriately (production, fulfillment, ops). - Order + Operations Support: - Experience with order management workflows (Order Desk, ShipStation, Finale, OMS tools). - Ability to troubleshoot order issues (failed orders, delays, address issues). - Comfortable handling backorders, reroutes, and fulfillment changes. - Strong attention to detail with order data and execution. - Marketplace + Wholesale Support: - Experience working with marketplaces (Shopify, Etsy, Amazon, Faire, MarketTime or similar). - Ability to manage tracking uploads and order maintenance. - Ability to manage end-to-end order support including data imports and account/database maintenance. - Experience supporting the unique requirements of wholesale/B2B customers. - Ability to manage account setup and customer onboarding. - Corporate / Bulk Order Coordination: - Ability to gather and validate detailed order components. - Experience generating quotes or coordinating pricing internally. - Strong judgment on when to escalate high-value opportunities. - Project management skills involving multiple internal stakeholders. - Returns + Issue Resolution: - Experience managing returns, refunds, and replacements. - Ability to investigate issues (damage, delays, missing items). - Balanced judgment between customer experience and company policy. - Data Accuracy + Systems: - High attention to detail across multiple systems. - Experience documenting issues, notes, and resolutions. - Ability to track trends and recurring problems. - Cross-Functional Communication: - Comfortable coordinating with Ops, Production, and Sales. - Ability to clearly communicate delays, risks, and priorities. - Accounts Receivable Support: - Experience with invoicing and payment tracking. - Comfortable reconciling payments and handling discrepancies. - Ability to manage terms, late payments, and customer follow-ups. Benefits - Salary Range: PHP 40,000 - 45,000. - Industry: Promotional Products. - Job Type: Full-time. - Work Shift: 8:00 AM - 5:00 PM EST (USA). - Workdays: Monday through Friday (USA). - Industry-leading salary packages. - Permanent work-from-home setup. - Company equipment provided. - Internet stipends upon regularization. - HMO Coverage. - PTO credits and service incentive leaves. - Major spring and winter company live events. - Monthly employee appreciation virtual events. - Company-provided career skills training courses. - A company culture focused on your personal and professional growth.