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Senior Customer Service Associate

Bristol Myers Squibb
Chester, UK
Closing date
29 Nov 2020

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Job Details

At Bristol Myers Squibb, we are inspired by a single vision - transforming patients' lives through science. In oncology, hematology, immunology and cardiovascular disease - and one of the most diverse and promising pipelines in the industry - each of our passionate colleagues contribute to innovations that drive meaningful change. We bring a human touch to every treatment we pioneer. Join us and make a difference.

POSITION SUMMARY Interface with customers to receive and process orders whilst adhering to SOX/Audit. Handle billing and account inquiries as well as complaints. Role is expected to investigate, escalate and resolve any issues for the customer while maintaining and projecting a professional image. Understand policies around order management and execute in compliance with Global Distribution Practices (GDP) Support with preparation of Extract and analyse data Handle escalation from associates and acting as first line problem solver Escalate to supervisor any complex enquiry /complaint and brainstorm solution

Role and Responsibilities
  • This position is responsible for the independent execution of day-to-day activities related to Order management
  • Understand policies around order management and customer inquiries processes, and execute in compliance with Global distribution Practices (GDP)
  • Perform tasks accurately and independently as assigned by line manager through application of finance and business knowledge
  • Have a good working knowledge of company systems, procedures, policies and controls, information sources and analytical techniques. Actively execute update of market specifics documentation per defined scope and schedule
  • Receive orders and enter them in SAP system within timely manner after performing validations on order following defined business rules
  • Mastery the quality complaint procedure and adverse event as defined per SOP
  • Inform customers in case of quality issues related to product, recalls, or put on hold situations
  • Handle backorders, entering into system, obtaining approvals where necessary, informing customer of decisions, and clearing logs
  • Monitor all open orders/deliveries until completion
  • Handle exceptions, coordinate with stakeholder and escalate as needed
  • Archive order and delivery documents
  • Receive and answer customer enquiry/complaints through phone, e-mail and fax and record in CRM system.
  • Determine root causes and inform customers of outcomes with addition responsibility of first line analysis to communicate to supervisor
  • Route inquiries/complaints to related departments (within Capability Centre or in markets)
  • Escalate order management disputes issues to in-market O2C team, internal stakeholder (KAM, MSO/3PL), supervisor as needed
  • Mastery the understanding of business logistics and Handle through customer complaints the creation of debit/credit
  • Become subject matter experts in relation to processes performed
  • Contribute to ad hoc projects and unusual or complex operations assignments initiated within own and other O2C functions, In Market/GPO with support and review from supervisor/Ops Lead/project lead
  • Suggest ideas for improvement within own area of expertise and take steps to implement changes as agreed with support from management
  • Assist supervisors in execution of defined reports and commentaries such order volume trend, product sales trend, debit and credit volume and reason code, CRM ticket (volume trend, category analysis)
  • Participate in weekly operational update call with in market, MSO/3PL. Hold meetings with stakeholder across matrix in absence of supervisor
  • Ensure on boarding and technical/process training to newcomer. In collaboration with supervisor assess performance and behaviour of new comer
  • Mastery BMS internal controls: understand the implication of daily activities on Sox control and compliance
  • Support internal and external audits and actively preparing and participating on audit walkthroughs and liaising with colleagues
  • Independently perform assigned tasks in support of internal and external audit requests
  • Perform weekly/monthly Audit Control report review and escalate within timely manner any potential deficiency
  • Understand customer qualification market specifics and provide Support for customer qualification process through the direct interaction with the customer

Qualifications and Education Requirements
  • Experience in customer service and/or Logistics (depending on market volume and complexity)
  • Fluent in English and at least one other European market (depending on markets covered)
  • Pharmaceutical industry experience preferred
  • Ability to use SAP (SD module) and other Customer Service applications
  • Advance knowledge and use of Office productivity tools
  • Ability to perform standard and non-standard tasks independent and competently
  • Strong quantitative and analytical skills

Required Skills & Desired Experience
  • Act independently within assigned scope; demonstrate ability to identify, analyze and solve problems. Report any potential delays or issues timely to line manager whilst proposing possible solutions, discussing final decisions with manager.
  • Act as an advisor for the other team member as well as for the Supervisor
  • Take responsibility and accountability for successful completion of assigned tasks to themselves as well as the team
  • Daily/weekly/monthly work prioritization and planning within assigned scope. Define long term activity schedule guided by direct manager
  • Communicate clearly and appropriately at different levels of the company regarding assigned tasks. Demonstrate Strong interpersonal skills
  • Co-operate with other teams internally as well as with external parties (local authorities). Collaborate on cross-functional deliverables, report issues to manager and support in their resolution. Demonstrate Strong customer services background and skills
  • Demonstrate ability to adapt communication style and content when collaborating outside O2C functions and other support service function
  • Understand end-to-end process and have awareness of the broader picture
  • Identify and drive areas for CI within a defined scope and support peers and managers in delivering on a broader scope Demonstrate Strong quantitative and analytical skills
  • Act as an actor in the continuous improvement process by proactively analyze, develop and implement ideas
  • Ability to work on a remote environment

Around the world, we are passionate about making an impact on the lives of patients with serious diseases. Empowered to apply our individual talents and diverse perspectives in an inclusive culture, our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.

Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives.
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