CUSTOMER SERVICES OTC ANALYST - FSS

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. JOB RESPONSIBILITIES: 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 Fluent and strong communication with customer care. ADDITIONAL RESPONSIBILITIES: 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) KNOWLEDGE, SKILLS, and COMPETENCIES: Education/Experience Advance student or Undergraduate degree (Economic / Accountant / International trade/ Distribution /Commercial / Administration ) Fluent in English Language Pharmaceutical industry experience preferred Functional 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 Technical Ability to use SAP and other Customer Service applications desired. Advance knowledge and use of office productivity tools (MS Office, Lotus Notes, etc.) 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.