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Senior Specialist, Front Office Customer Care

Bristol Myers Squibb

Bristol Myers Squibb is dedicated to discovering, developing, and delivering innovative medicines that help patients prevail over serious diseases.

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.

POSITION PURPOSE:

Interact/Communicate with internal and external stakeholders across the organization to receive and process deliveries, manage billing and customer inquiries / complaints. Is expected to investigate and resolve customer issues r while maintaining and projecting a professional image. Coordination and lead of daily activities with CSA and escalate to Front Office Manager any issue or operation matter.

JOB RESPONSIBILITIES:

  • Understand policies around order management and customer inquiry process.
  • Work in partnership with Customer Service and 3PL.
  • Receive orders to apply delivery and billing them (if applicable) after performing validations on order following defined business rules.
  • On a daily basis determine if all documents (both billing and accounting documents) were successfully created.
  • Ensure that all goods were shipped properly and accurately invoiced to the customer in a timely manner.
  • Manage shipping errors, investigate and provide resolution in a timeliness manner to ensure customer satisfaction, product safety avoiding patient’s impacts.
  • Invoice cancellation.
  • Property communication to stakeholders in case of quality issues related to product, recalls, or put on hold situations.
  • Manage customer returns and rejections: Investigate, verify policy alignment, obtaining approvals when necessary, informing customer of decisions made, and clearing logs. Coordinate the return/rejection process: Sales Rep, Customer, 3PL, Customer Service.
  • Generate rejection / return report: documents, products, quantities and prices.
  • Handle backorders.
  • Monitor all open orders until completion and address exceptions.
  • Receive and response customer’s inquiries, 3PL and stakeholders or key partner’s contacts through phone, e-mail and record them in the tracking tool.
  • Manage Urgent Orders and Follow-up on delivery of orders dispatched.
  • Attention and response on delivery news: addresses, price differences, missing, surplus, documentation, etc.
  • Attention to BU (Sales Rep.) Delivery status and status of urgent orders.
  • Fluent and strong communication with Front Office Manager.
  • Implement and manage continuous improvement processes.
  • Lead service management process including creation of regular service level reports and participation in regular/monthly market level service management reviews pertaining to Customer Care related. (KPI/QBR with FD)

ADDITIONAL RESPONSIBILITIES:

  • Manage delivery and billing orders for new product launches and special orders (e.g. clinical trials, free goods)
  • Support internal and external audits
  • Support special Order to Cash projects
  • Attention of urgencies after work if it is necessary.
  • Transactional travels could be required.

KNOWLEDGE, SKILLS, and COMPETENCIES:

Education/Experience

  • Undergraduate degree International commerce/Logistic/administration.
  • Fluent in Spanish, English and Portuguese Language.
  • Pharmaceutical industry experience preferred.

Functional

  • Strong interpersonal skills
  • General knowledge of Accounts Receivables or Customer Services.
  • Strong customer services and distribution background and skills.
  • Ability to assess and promptly resolve problems.
  • Strong quantitative and analytical skills.
  • Leadership skills

Technical

  • Ability to use SAP and other Customer Service applications desired.
  • Knowledge of local distribution laws.
  • Advance knowledge and use of office productivity tools (MS Office, etc.)
  • Tableau

Around 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 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.

To apply for the job click here

Senior Specialist, Front Office Customer Care

To apply for the job click here

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Bristol Myers Squibb

Bristol Myers Squibb is dedicated to discovering, developing, and delivering innovative medicines that help patients prevail over serious diseases.

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