Customer Service Associate French and Dutch Speaking

Profile

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.

Company: Bristol-Myers Squibb

Req Number: R1525247_EN

Updated: 2020-05-07 00:00:00.000 UTC

Location: Chester,United Kingdom

Bristol Myers Squibb is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, pregnancy, citizenship, marital status, gender expression, genetic information, political affiliation, or any other characteristic protected by law.

Company info

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