Specialist, Customer Service

2 weeks 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.

**We can offer**
- Flexible working - flexible start and finish times, 50% home/office working
- Domestic relocation support, considered
- Career and qualifications support
- **_ 24 month Fixed Term Contract _**:

- potential to be made permanent

**Position Summary**
- Interface with**_ Spanish and Portuguese speaking _**customers to receive and process orders whilst adhering to SOX/Audit.
- Handle billing and account inquiries
- Investigate and resolve customer issues with complete professionalism
- Understand policies around order management and execute in compliance with Global Distribution Practices (GDP)
- Escalate to Senior Specialist any complex enquiry/complaint and collaborate to find solution

**Role and Responsibilities**
- Extensive remote interaction with other O2C functions, in-market, GLS and 3PL
- Responsible for the 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)
- Good working knowledge of company systems, procedures, policies and controls, information sources and analytical techniques
- Receive orders and enter them in SAP system within timely manner after performing validations on order following defined business rules
- Master 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 and returns for customers: entering into system, obtaining approvals where necessary, informing customer of decisions, and clearing logs
- Monitor all open orders/deliveries until completion
- Archive order and delivery documents
- Determine root causes and inform customers of outcomes
- Route inquiries/complaints to related departments (within Capability Centre or in markets)
- Mastering the understanding of business logistics and Handle through customer complaints the creation of debit/credit
- Participate in weekly operational update call with in market, MSO/3PL
- Master internal controls: understand the implication of daily activities on SOX control and compliance
- 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)
- Pharmaceutical industry experience preferred
- Advance knowledge and use of Office productivity tools
- **_ Spanish_** and **_Portuguese_** languages required

**Required Skills & Desired Experience**
- Ability to identify, analyse and solve problems, with limited guidance
- Report any potential delays or issues timely to Senior Specialist whilst proposing possible solutions
- Responsibility and accountability for successful completion of assigned tasks
- Daily/weekly work prioritisation and planning within assigned scope, guided by Senior Specialist and Manager
- Communicate clearly and appropriately at different levels of the company regarding assigned tasks.
- Co-operate with other teams internally and other support service function.
- Collaborate on cross-functional deliverables,
- Demonstrate outstanding customer services background and skills
- Understand end-to-end process and have awareness of the broader picture.
- Identify and drive areas for Continuous Improvement
- Collaborate in the continuous improvement process by providing support in the implementation of new practices (taking part in UAT, OCDs, etc.).

**#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 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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