Customer Service Manager (Switzerland and Austria)

Bristol Myers Squibb

1mo ago

Applications are closed

Job
Full-time
Junior Level
Hospitality & Retail
Customer Relations
Chester

Requirements

Fluent in both German and English, required, proficiency in French would be an added advantage.
Excellent customer service skills, proactive approach informing customers of any orders issues.
Demonstrates a positive and professional communication style, including excellent telephone manner.
Demonstrates proficiency in timely and accurate input of alpha/numeric information, including SAP and MS Excel.
Ability to identify, analyse and solve problems with limited guidance and string quantitative and analytical skills.
Develops effective working relationships with customers, peers and managers in other departments.
Organises workload to meet deadlines, prioritising tasks to meet the changing needs of the business.
Identifies opportunities to continuously improve services and provides effective innovative solutions.
Act as an advisor for the other team members, as well as for the Manager
Take responsibility and accountability for successful completion of assigned tasks to themselves as well as the team.
Define long term activity schedule guided by direct manager.
Required Experience:
Prior work in a telephone based fast paced, professional customer services environment.
Previous experience operating in a team-based environment, working on multiple tasks with changing priorities as well as managing a team.
Prior experience of processing high volume alpha/numeric information using windows packages; including SAP, word, excel, email.
Previous experience of effective time management and workload planning.
Demonstrates commercial awareness and an understanding of supply chain, preferably within the Health care industry

Responsibilities

Good working knowledge of company systems, procedures, policies and controls, information sources and analytical techniques.
Handle exceptions, coordinate with stakeholder and escalate.
Have a clear understanding of the financial flow applicable to BMS orders with implication of the O2C OM tasks on billing, cash collection and accounting activities.
Responsible for the execution of day-to-day activities related to Order Management (order processing, validation and monitoring of open orders).
Responsible for the application and the monitoring of order entry controls, including quantity control such as Low Stock Allocations and the monitoring of unusual sales patterns.
Understand customer qualification market specifics and provide support for customer qualification process through the direct interaction with the customer.
Receive and answer customer enquiries/complaints through phone, e-mail and fax and record in CRM system, determine root causes and communicate outcome to customer.
Master the understanding of business logistics and handle through customer complaints the creation of debit/credit.
Inform customers in case of quality issues related to products, recalls. Master the quality complaint procedure and adverse event as defined per SOP.
Master internal controls: understand the implication of daily activities on Sox control and compliance. Perform control report review and escalate within timely manner any potential deficiency.
Support internal and external audits and actively preparing and participating on audit walkthroughs.
Lead a team in charge of order management and customer service, ensuring specified services are provided to local markets at agreed operational level agreement.
Additional Activities:
Support compliance Switzerland and Austria O2C SOP's and related internal controls and promote understanding throughout O2C team.
Support annual review and update of Standard Operating Procedures/training and reference materials.
Manage the resolution of issues related to Switzerland and Austria local market team, customers, and other stakeholders/departments.
Maintain effective relationships with key contacts in Switzerland and Austria local market, 3PL, customers, the wider O2C network and third parties.
Support integration & further development/deployment from O2C local market including process efficiency initiatives, working with internal and external stakeholder to develop recommendations and implement agreed findings.
Participate in operational review meetings with Switzerland and Austria local market, O2C GPO team and third parties.
Support New product launches and product divestitures, ensuring customers and ECC teams receive appropriate communications and systems are maintained in a timely manner.
Support and provide data for internal & external audit requests.

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.

Bristol Myers Squibb

Manufacturing & Electronics

Industry

10,001+

Employees

Mission & Purpose

At Bristol Myers Squibb, we work every day to transform patients’ lives through science. That work inspires some of the most interesting, meaningful, and life-changing careers you’ll experience. Join us and pursue innovative ideas alongside some of the brightest minds in biopharma, collaborating with a team rich in diversity of experiences, and perspectives. We have built a sustainable pipeline of potential therapies and are leveraging translational medicine and data analytics to understand how we can deliver the right medicine to the right patient, at the right time, to achieve the best outcome. Whether in a scientific, business or supporting function, a career at BMS means you’ll be inspired every day to grow and thrive through opportunities that are uncommon in scale and scope. Here, you’ll be on the cutting edge of powerful innovation in oncology, hematology, immunology, cardiovascular disease, and fibrosis, with colleagues united in the mission to help patients. Through the Bristol Myers Squibb Foundation, we also promote health equity and seek to improve health outcomes of populations disproportionately affected by serious diseases and conditions. Our mission is to give new hope to help patients prevail over serious disease – it drives everything we do.