Bristol Myers Squibb Customer Service Supervisor in Chester, United Kingdom

Bristol Myers Squibb (BMS) has one of the richest biopharmaceutical pipelines in the industry. We discover, develop, and manufacture lifesaving and life altering drugs in cancer, hepatitis C, heart disease, and other therapeutic areas. BMS also has one of the most reliable supply networks and our clinical operations program is among the best and busiest anywhere. We are a company that is forward thinking, a company in which diversity and inclusion are at the forefront of how we view our talent and how we work. Our science is second to none and the transformation work underway will enable us to continue to lead our peer group.

A typical day might include the following:

  • Ensure compliance with OTC policies, business rules and procedures, and comply with Global distribution Practices (GDP).

  • Lead the team in charge of order management and customer service, ensuring specified services are provided to local markets at agreed operational level agreement.

  • Participate to the service management process including creation of regular service level reports and participation in regular/monthly country level service management reviews pertaining to front office responsibilities

  • Ensure resolution of issues raised by countries regarding Capability Centre support of front office activities

  • Serve as escalation point within Capability Centre for the front office teams, BFS in-markets teams and other BMS organizations such as distribution, finance, legal, etc.

  • Participate to meetings with distribution / 3PL for business reviews

  • Ensure approbation on accepting incomplete or invalid orders, releasing blocked orders, accepting returns, and issuing credit notes based on GOA escalation from within CSA front office team

  • Ensure processing of all proposals for write-offs and work with TSA collection team to monitor riskiest accounts

  • Resolve any questions with front office teams over ownership of activities, support for new work, responsibility for ad-hoc/one-off efforts, etc.

  • Implement and manage continuous improvement processes

  • Participate in any necessary recruiting and hiring required of the front office teams

  • Provide support for ad-hoc requests from Head of O2C Operations and provide timely checkpoints to ensure their visibility into front office performance

  • Support internal and external audits and SOX controls validation process

  • Participate to special Order to Cash projects

This job might be for you if:

  • 3+ years’ experience in Pharmaceutical Industry

  • 3+ years of coordination / supervision experience

  • 3+ years’ experience in customer service or Order to Cash related specialty

  • Fluent in Spanish and English, another European language will be a plus

  • Strong coordination skills

  • Strong interpersonal and communication skills

  • Significant knowledge of order to cash, accounts receivable, customer service, collections and distribution

  • Ability to assess and promptly resolve problems

  • Strong quantitative and analytical skills

  • Ability to use SAP (SD module) and other Customer Service applications

  • Advanced knowledge and use of MS Office productivity tools

Why should you apply:

  • You will help patients in their fight against serious diseases and you will increase the survival of more people with cancer

  • You will be part of a company that encourages excellence and innovation, respects diversity, develops leaders and values its employees.

  • You’ll get a very competitive salary and a great benefits package including an annual bonus, pension contribution, family health insurance, 26.5 days annual leave, life insurance, on site gym and gain-sharing bonus.

Interested?

Apply now by clicking the Apply button, or email me at svitlana.vovk@bms.com for more information.

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.