Customer Service Specialist (French/Dutch Speaking)

Job description

At Bristol Myers Squibb, we are inspired by a single vision - transforming patients' lives through science. In oncology, hematology, immunology and cardiovascular disease - and one of the most diverse and promising pipelines in the industry - each of our passionate colleagues contribute to innovations that drive meaningful change. We bring a human touch to every treatment we pioneer. Join us and make a difference.We can offerFlexible working - flexible start and finish times, 50% home/office workingDomestic and international relocation supportVisa sponsorshipCareer and qualifications supportPosition SummaryInterface with French and Dutch speaking customers to receive and process orders whilst adhering to SOX/Audit.Handle billing and account inquiries as well as complaints. Investigate and resolve any issues for the customer while maintaining and projecting a professional image.Understand policies around order management and execute in compliance with Global Distribution Practices (GDP)Escalate to Senior Specialist any complex enquiry/complaint and brainstorm solutionRole and ResponsibilitiesExtensive remote interaction with other O2C functions, in-market, GLS and 3PLResponsible for the execution of day-to-day activities related to Order managementUnderstand policies around order management and customer inquiries processes, and execute in compliance with Global distribution Practices (GDP)Perform tasks accurately as assigned by line manager through application of finance and business knowledge.Good working knowledge of company systems, procedures, policies and controls, information sources and analytical techniquesReceive orders and enter them in SAP system within timely manner after performing validations on order following defined business rulesMaster the quality complaint procedure and adverse event as defined per SOPInform customers in case of quality issues related to product, recalls, or put on hold situationsHandle backorders and returns for customers: entering into system, obtaining approvals where necessary, informing customer of decisions, and clearing logsMonitor all open orders/deliveries until completionArchive order and delivery documents'Receive and answer customer enquiry/complaints through phone, e-mail and fax and record in CRM systemDetermine root causes and inform customers of outcomesRoute inquiries/complaints to related departments (within Capability Centre or in markets)Mastering the understanding of business logistics and Handle through customer complaints the creation of debit/creditParticipate in weekly operational update call with in market, MSO/3PLMaster internal controls: understand the implication of daily activities on SOX control and complianceUnderstand customer qualification market specifics and provide Support for customer qualification process through the direct interaction with the customerQualifications and Education RequirementsExperience in customer service and/or logistics (depending on market volume and complexity)Fluent in English and French required. Plus Dutch language, preferredPharmaceutical industry experience preferredAbility to use SAP (SD module) and other Customer Service applicationsAdvance knowledge and use of Office productivity toolsRequired Skills & Desired ExperienceAct within assigned scope; demonstrate ability to identify, analyse and solve problems, with limited guidanceReport any potential delays or issues timely to Senior Specialist whilst proposing possible solutionsTake responsibility and accountability for successful completion of assigned tasksDaily/weekly work prioritisation and planning within assigned scope, guided by Senior Specialist and ManagerCommunicate clearly and appropriately at different levels of the company regarding assigned tasks.Co-operate with other teams internally and other support service function. Collaborate on cross-functional deliverables, report issues to Senior Specialist. Demonstrate outstanding customer services background and skillsUnderstand end-to-end process and have awareness of the broader picture.Identify and drive areas for CI within assigned scope and support peers and managers in delivering on a broader scopeCollaborate in the continuous improvement process by providing support in the implementation of new practices (taking part in UAT, OCDs, etc.).Ability to work on a remote environmentAround the world, we are passionate about making an impact on the lives of patients with serious diseases. Empowered to apply our individual talents and diverse perspectives in an inclusive culture, our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.Bristol Myers Squibb recognises 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.Our company is committed to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace adjustments and ongoing support in their roles. If you require reasonable adjustments in completing this application, or any part of the recruitment process direct your enquiries to . Applicants can request an approval of an adjustment prior to accepting a job offer.