Customer Contact Management Senior Analyst (Spanish speaker) Maternity cover
Core
First point of contact for customer inquiries, requests, and disputes within the Order to Cash team, focusing on first-call resolution and positive customer experience.
Role type
Senior Customer Contact Management Analyst
Builds
Resolved customer cases and claims within target service levels
Domain
Biopharma / Order to Cash
Deliverable
client delivery
Required skills
Customer service, Order to Cash processes, Salesforce Service Cloud, SAP S/4HANA, Microsoft Excel, problem-solving, analytical skills
Preferred skills
Pharma environment experience, Spanish language proficiency
Responsibilities
Register and resolve customer inquiries, claims, and returns; act as case owner for policy checks and escalations; liaise with third parties and internal sites; manage resolution processes and documentation; monitor operational reports; support process standardization
Seniority
Mid-level (2-4+ years experience)