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. Read more: careers.bms.com/working-with-us

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 Spain 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 stakeholder and escalate as needed.
• Have a clear understanding of the financial flow applicable to BMS orders and the implication of the O2C OM tasks on the billing, cash collection and accounting activities.
• Responsible for the execution of day-to-day activities related to Order Management.
• Receive orders and enter them in SAP system within timely manner after performing validations on order following defined business rules.
• Responsible for the application and the monitoring of order entry controls, including quantity controls such as Low Stock Allocations (LSA) or the monitoring of unusual sales patterns.
• Handle backorders, obtaining approvals where necessary and informing customer about the situation.
• Monitor all open orders/deliveries until completion.
• Understand customer qualification market specifics and provide support for customer qualification process through the direct interaction with the customer.
• Receive and answer customer enquiries/complaints through phone, e-mail and fax and record in CRM system.
• Determine customer complaints/inquiries root causes and inform customers of outcomes with additional responsibility of first line analysis to communicate to Manager.
• 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, or put on hold situations. 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.
• Perform weekly/monthly audit control report review and escalate within timely manner any potential deficiency.

Additional Activities

• Support compliance with Spain O2C SOP’s and related internal controls and promote understanding throughout O2C team.
• Support annual review and update of Standard Operating Procedures/training and reference materials.
• Manage the resolution of issues related to Spain local market team, customers, and other stakeholders/departments.
• Maintain effective relationships with key contacts in Spain local market, 3PL, customers, the wider O2C network and third parties.
• Support implementation, successful integration & further development/deployment from O2C local market including process efficiency initiatives, working with all team members to develop recommendations and implement agreed findings.

Required Skills

• Fluent in Spanish 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.
• Define long term activity schedule guided by direct manager.

Required Experience

• Prior experience 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.

LI-Hybrid

If you come across a role that intrigues you but doesn’t perfectly line up with your resume, we encourage you to apply anyway. You could be one step away from work that will transform your life and career.

Position Purpose

• Subject matter expert in all customer service analyst (CSA) functions, supporting local market activities for Spain 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 stakeholder and escalate as needed.
• Have a clear understanding of the financial flow applicable to BMS orders and the implication of the O2C OM tasks on the billing, cash collection and accounting activities.
• Responsible for the execution of day-to-day activities related to Order Management.
• Receive orders and enter them in SAP system within timely manner after performing validations on order following defined business rules.
• Responsible for the application and the monitoring of order entry controls, including quantity controls such as Low Stock Allocations (LSA) or the monitoring of unusual sales patterns.
• Handle backorders, obtaining approvals where necessary and informing customer about the situation.
• Monitor all open orders/deliveries until completion.
• Understand customer qualification market specifics and provide support for customer qualification process through the direct interaction with the customer.
• Receive and answer customer enquiries/complaints through phone, e-mail and fax and record in CRM system.
• Determine customer complaints/inquiries root causes and inform customers of outcomes with additional responsibility of first line analysis to communicate to Manager.
• 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, or put on hold situations. 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.
• Perform weekly/monthly audit control report review and escalate within timely manner any potential deficiency