Customer Service Analyst

hace 5 meses

Buenos Aires, Argentina Bristol Myers Squibb A tiempo completo

**Working with Us**
Challenging. Meaningful. Life-changing. Those aren’t words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, in every department. From optimizing a production line to the latest breakthroughs in cell therapy, this is work that transforms the lives of patients, and the careers of those who do it. You’ll get the chance to grow and thrive through opportunities uncommon in scale and scope, alongside high-achieving teams rich in diversity. Take your career farther than you thought possible.

**POSITION PURPOSE**:

- 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.

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
- 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 and Portuguese 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
- Advance knowledge and use of office productivity tools (MS Office, Lotus Notes, etc.)

**Uniquely Interesting Work, Life-changing Careers**

**On-site Protocol**
Physical presence at the BMS worksite or physical presence in the field is a necessary job function of this role, which the Company deems critical to collaboration, innovation, productivity, employee well-being and engagement, and it enhances the Company culture.

BMS cares about your well-being and the well-being of our staff, customers, patients, and communities. As a result, the Company strongly recommends that all employees be fully vaccinated for Covid-19 and keep up to date with Covid-19 boosters.

BMS will consider for employment qualified applicants with arrest and conviction records, pursuant to applicable laws in your area.

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