Customer Service Specialist Benelux

6 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.
- 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 medicines reach patients in the local market in the shortest time span.
- Understand market demands and understand system generated warnings about 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.
- Execute day-to-day activities related to Order Management on a rotational basis.
- Perform tasks accurately and with limited guidance.
- Understand 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 checking all the order details meet the 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 internal stakeholders, Quality and Logistics provider.
- Master 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**
- ** Fluent Dutch **language; with a preference for business level fluency in Dutch **and **French.
- 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.
- 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**
BMS has a diverse occupancy structure that determines where an employee is required to conduct their work. This structure includes site-essential, site-by-design, field-based and remote-by-design jobs. The occupancy type that you are assigned is determined by the nature and responsibilities of your role:
Site-essential roles require 100% of shifts onsite at your assigned facility. Site-by-design roles may be eligible for a hybrid work model with at least 50% onsite at your assigned facility. For these roles, onsite presence is considered an essential job function and is critical to collaboration, innovation, productivity, and a positive Company culture. For field-based and remote-by-design roles the ability to physically travel to visit customers, patients or business partners and to attend meetings on behalf of BMS as directed is an essential job function.

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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