FAQs
What are the main responsibilities of the Customer Service Manager for Switzerland and Austria?
The main responsibilities include overseeing all customer service analyst functions, handling escalations, executing day-to-day order management activities, ensuring compliance with company policies, and leading a team. Additional activities involve supporting compliance with SOPs, managing local market issues, and maintaining relationships with stakeholders.
What qualifications and skills are required for this position?
Candidates must be fluent in both German and English (with French being a plus), possess excellent customer service skills, demonstrate proficiency in SAP and MS Excel, and have strong problem-solving abilities. Organizational skills and the ability to prioritize tasks are crucial.
Is prior experience necessary for this role?
Yes, prior work experience in a fast-paced, professional customer service environment, as well as previous experience in managing a team or working in a team-based environment, is required.
What does the work environment look like?
The work environment includes a hybrid working policy with 50% home working, a modern office building with various on-site benefits, and a culture that promotes growth and collaboration among diverse teams.
How many holidays are provided in this role?
The position offers 26 days of holiday plus bank holidays.
What does "Order-to-Cash" imply in this role?
"Order-to-Cash" refers to the complete process from order management through to cash collection, including billing, accounting activities, and ensuring compliance with Good Distribution Practices.
Will I have the opportunity to support new product launches?
Yes, the role includes supporting new product launches and ensuring that customers and teams receive appropriate communications in a timely manner.
What kind of relationship will I need to maintain with stakeholders in this role?
You will need to maintain effective relationships with key contacts in the local market, third-party logistics (3PL), customers, and collaborate within the wider Order-to-Cash network.
Are there opportunities for career development in this position?
Yes, Bristol Myers Squibb offers career and qualifications support, allowing employees to grow and thrive through unique opportunities in their roles.
What are the compliance expectations in this role?
The role requires supporting compliance with Switzerland and Austria Order-to-Cash Standard Operating Procedures (SOPs) and related internal controls and promoting understanding throughout the team. Additionally, you’ll be involved in audits and ensuring adherence to SOX controls.