Bristol Myers Squibb FSS OTC ANALYST in Buenos Aires, Argentina
Interfaces with customers to receive and manually process orders and handle billing, order, 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 warehouse to understand distribution situation for the customers.
Understand policies around order management and customer inquiries processes
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 department
Investigate customer’s distribution complaints with warehouse
Handle customer 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
Manage 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
Additional distribution services to customer (scheduled deliveries)
Strong interpersonal skills
General knowledge of Accounts Receivables or Customer Services.
Strong customer services background and skills
Ability to assess and promptly resolve problems
Strong quantitative and analytical skills
Ability to use SAP and other Customer Service applications desired.
Advance knowledge and use of office productivity tools (MS Office, Lotus Notes, etc.)
Student or Graduate with degree in any of the following:
We’re creating innovative medicines for patients fighting serious diseases. We’re also nurturing our own diverse team with inspiring work and challenging career options. No matter the role, each one of us makes a contribution. And that makes all the difference.
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, disability or protected veteran status.