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Bristol Myers Squibb
,
Chester, Cheshire
Customer Service Associate (French and Dutch Speaking)
Overview
Job Description
Bristol-Myers Squibb is a global Biopharma company committed to a single mission: to discover, develop, and deliver innovative medicines focused on helping millions of patients around the world in disease areas such as oncology, cardiovascular, immunoscience and fibrosis. Join us and make a difference. We hire the best people and provide them with a work environment that places a premium on diversity, integrity, collaboration and personal development. Through a culture of inclusion, we create a better, more productive work environment. We believe that the diverse experiences and perspectives of all our employees help to drive innovation and transformative business results. Position Purpose Interface with customers to receive and process orders. Handle billing and account inquiries as well as complaints. Role is expected to investigate and resolve any issues for the customer while maintaining and projecting a professional image. Role will be required to be connected to other teams within the Capability Centre and BFS in-market teams Job Responsibilities * Understand policies around order management and customer inquiries processes, and execute in compliance with Global distribution Practices (GDP). * Receive orders and enter them in SAP system after performing validations on order following defined business rules * 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 until completion and address exceptions * Archive order and delivery documents * Receive and answer customer contacts through phone, e-mail and fax and record in call tracking tool * Route inquiries to related departments (within Capability Centre or in markets) * Handle customer routine complaints and disputes; resolve disputes; route disputes to the proper channels * Determine root causes and inform customers of outcomes * Receive and resolve internal ad-hoc inquiries * Liaise to BFS in-markets teams to understand order requirements for new product launches and special orders (e.g. clinical trials, free goods) * Support internal and external audits * Supporting Customer Qualification Knowledge, Skills, and Competencies Education/Experience * Experience in customer service * Fluent in French and Dutch, ideally * Fluent in other European language would be an advantage * Pharmaceutical industry experience preferred Functional * Strong interpersonal skills * Knowledge of Accounts Receivables * Strong customer service background and skills * Ability to assess and promptly resolve problems * Strong quantitative and analytical skills Technical * Ability to use SAP (SD module) and other Customer Service applications * Advanced knowledge and use of office productivity tools (MS Office, Lotus Notes etc) 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 the resources to pursue their goals, both at work and in their personal lives.