Order Management Customer Call Support Team Lead
About the position 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 Team Lead you will manage a team (8-15 analysts) that delivers the best service for sales orders management and customer requests in line with SLA ensuring a positive customer experience Responsibilities • Supervise and lead a team delivering exceptional sales order and request management services to internal customers. • Ensure accurate and efficient customer order capture into ERP systems with timely processing from order taking to invoicing. • Monitor operational KPIs and ensure compliance with Sanofi policies and guidelines. • Coordinate local and hub interactions for seamless process execution, particularly managing customer stock impact with Customer Fulfilment representatives. • Develop remediation action plans in coordination with Order Management Customer Call Support Manager and local stakeholders. • Supervise, coach, and manage the complete employee lifecycle for Sales Order Analysts (recruit, evaluate, develop, retain). • Drive continuous improvement initiatives by identifying process optimization opportunities and participating in automation projects. • Address performance issues and provide leadership to foster collaboration, trust, and teamwork culture. • Report quality complaints for Sanofi portfolio products to Quality Department within 1 business day per HUB procedure (DTP). • Manage training and onboarding programs for new hires and determine ongoing professional development needs for direct reports. Requirements • 3-5 years in customer service, order management, or OTC (preferably pharma) • 2+ years leading teams • Strong knowledge of commercial policies, pricing, rebates, and returns. • Hands-on SAP experience (S4 Hana preferred, SD module a plus) • Strong MS Office skills, with advanced Excel expertise • Professional customer interaction skills • Collaborative team player with an end-to-end mindset • Excellent communication and organizational abilities • Customer-focused, detail-oriented, and quality-driven • Creative thinker, proactive, and self-motivated • Able to work autonomously, prioritize tasks, and lead by example • Bachelor's degree in business, finance, accounting, or a related field • English & Spanish Nice-to-haves • French proficiency is highly valued Benefits • 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. Apply tot his job