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

Position purpose

• Provide frontline customer service to ensure medicines reach patients in the local market in the shortest time span.
• An effective communicator, fluent in English and an additional European language ; French, German, Italian or Spanish.
• 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.
• Receive and answer customer enquiry/complaints through phone, e-mail and fax and record in CRM system C4C.
• 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

• Additional European Language, such as French, German, Italian or Spanish, is required
• Experience in customer service; logistics experience would be beneficial.
• Ability to use SAP (SD module) and other Customer Service applications.
• 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

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

• Provide frontline customer service to ensure medicines reach patients in the local market in the shortest time span.
• An effective communicator, fluent in English and an additional European language ; French, German, Italian or Spanish.
• 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.
• Receive and answer customer enquiry/complaints through phone, e-mail and fax and record in CRM system C4C.
• 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