Senior Specialist, Front Office Customer Care

hace 6 días

Buenos Aires, Argentina Bristol Myers Squibb A tiempo completo

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.
- 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.
- 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
- Knowledge of local distribution laws.
- Advance knowledge and use of office productivity tools (MS Office, etc.)
- Tableau

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.

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