Senior Customer Service Specialist

3 months ago

Chester, United Kingdom Bristol-Myers Squibb Full time

**Working with Us**
Challenging. Meaningful. Life-changing. Those aren’t words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, in every department. From optimizing a production line to the latest breakthroughs in cell therapy, this is work that transforms the lives of patients, and the careers of those who do it. You’ll get the chance to grow and thrive through opportunities uncommon in scale and scope, alongside high-achieving teams rich in diversity. Take your career farther than you thought possible.

**What we can offer**:

- Hybrid working policy - 50% home/office.
- Flexible working - flexible start and finish times.
- 26 days holiday plus bank holidays.
- Career and qualifications support.
- Modern office building with various on-site benefits (inc. on-site parking).

**Position Purpose**
- Provide frontline customer service to ensure treatment availability in the shortest time span on the local market and its patients.
- Understand market demands and ascertain system generated warnings on unusual order patterns.
- Interface with customers to receive and process orders whilst adhering to SOX/Audit.
- Investigate and resolve customer issues with complete professionalism.
- Understand policies around order management and execute in compliance with Global Distribution Practices (GDP)
- Escalate to Manager any complex enquiry /complaint and collaborate on solution.

**Key Responsibilities**
- Excellent Customer Service skills, proactive approach informing customers of any orders issues.
- Responsible for execution of day-to-day activities related to Order Management on a rotational basis.
- Understand policies around order management and customer inquiries processes, and execute in compliance with Global distribution Practices (GDP)
- Have an understanding of company systems, procedures, policies and controls, information sources and analytical techniques.
- Receive orders and enter them into SAP through IOCR software, within timely manner after performing validations on order following defined business rules.
- Master the quality complaint procedure and adverse event as defined per SOP.
- Act swiftly on product, recalls, or put on hold situations.
- Handle backorders and returns for customers: entering system, obtaining approvals where necessary, informing customer of decisions, and clearing logs.
- Monitor all open orders/deliveries until completion.
- Participate in bi-monthly operational update call with in internal stakeholders, Quality and Logistics provider.
- Master BMS internal controls: understand the implication of daily activities on external audits and compliance.
- Understand customer qualification market specifics and provide support for customer qualification process through direct interaction with the customer.

**knowledge, skills & qualifications**
- **_ Business level fluency in Spanish, required_**:

- Experience in customer service, logistics experience would be beneficial.
- Advance knowledge and use of Office productivity tools.
- Ability to identify, analyse and solve problems, with limited guidance.
- Quantitative and analytical skills.
- Take responsibility and accountability for successful completion of assigned tasks to themselves as well as the team.
- Demonstrate outstanding customer service background and skills.
- Co-operate with other teams internally as well as with external parties.
- Understand end-to-end process and have awareness of the impact of our actions.
- Identify and drive areas for continuous improvement.

LI-Hybrid

**Uniquely Interesting Work, Life-changing Careers**

**On-site Protocol**
Physical presence at the BMS worksite or physical presence in the field is a necessary job function of this role, which the Company deems critical to collaboration, innovation, productivity, employee well-being and engagement, and it enhances the Company culture.

BMS cares about your well-being and the well-being of our staff, customers, patients, and communities. As a result, the Company strongly recommends that all employees be fully vaccinated for Covid-19 and keep up to date with Covid-19 boosters.

BMS will consider for employment qualified applicants with arrest and conviction records, pursuant to applicable laws in your area.

Bristol Myers Squibb is Disability Confident - Committed

A UK Government scheme

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