Senior Customer Service Specialist
Apply locations Chester - GB time type Full time posted on Posted 13 Days Ago job requisition id R1586726
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.
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.
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
* Subject matter expert in all customer service analyst (CSA) functions, supporting local market activities for Germany /Switzerland/Austria as part of the Order-to-Cash above market team.
* Understand policies around order management and execute them in compliance with Good Distribution Practices (GDP).
* Handle escalation from specialists and act as first line problem solver.
* Escalate to manager any complex enquiry/complaint and collaborate on resolution.
Key Responsibilities
* Good working knowledge of company systems, procedures, policies and controls, information sources and analytical techniques.
* Handle exceptions, coordinate with stakeholders and escalate as needed.
* Have a clear understanding of the financial flow applicable to BMS orders and the implication on billing, cash collection and accounting activities.
* Responsible for the execution of day-to-day activities related to Order Management (order processing, validation and monitoring of open orders).
* Responsible for the application and the monitoring of order entry controls, including quantity controls such as Low Stock Allocations (LSA) and monitoring of unusual sales patterns.
* Understand customer qualification market specifics and provide support for customer qualification process through direct interaction with the customer.
* Receive and answer customer enquiries/complaints through phone, e-mail and fax and record in CRM system. Determine root cause and communicate outcome to customer.
* Master the understanding of business logistics and handle through customer complaints the creation of debit/credit.
* Inform customers in case of quality issues related to products, recalls. Master the quality complaint procedure and adverse event as defined per SOP.
* Master internal controls: understand the implication of daily activities on Sox control and compliance. Perform monthly control report review and escalate within timely manner any potential deficiency.
* Support internal and external audits and actively preparing and participating on audit walkthroughs.
Required Skills
* Fluent in German and English.
* Excellent customer service skills, proactive approach informing customers of any orders issues.
* Demonstrates a positive and professional communication style, including excellent telephone manner.
* Demonstrates proficiency in timely and accurate input of alpha/numeric information; including SAP and MS Excel.
* Ability to identify, analyse and solve problems with limited guidance and exceptional quantitative and analytical skills.
* Develops effective working relationships with customers, peers and managers in other departments.
* Organises workload to meet deadlines, prioritising tasks to meet the changing needs of the business.
* Identifies opportunities to continuously improve services and provides effective innovative solutions.
* Act as an advisor for the other team members, as well as for the Manager.
* Take responsibility and accountability for successful completion of assigned tasks to themselves as well as the team.
Required Experience
* Prior work in a telephone based fast paced, professional customer services environment.
* Previous experience operating in a team-based environment, working on multiple tasks with changing priorities.
* Prior experience of processing high volume alpha/numeric information using windows packages; including SAP, word, excel, email.
* Previous experience of effective time management and workload planning.
* Demonstrates commercial awareness and an understanding of supply chain, preferably within the Health care industry.
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