Main characteristics
- Location
- Clwyd
- Company
- Bristol Myers Squibb
- Employment type
- Permanent
- Category
- Medical / Pharmaceutical / Scientific
Job summary
Working with UsChallenging. Meaningful. Life-changing. Those arent 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. Youll 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.
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. Read more:
We can offer
50% hybrid working policy
Flexible working - flexible start and finish times
Career and qualifications support
Free on-site parking
Domestic relocation support, considered
Visa sponsorship, considered
Position Purpose
Interact with Czech speaking customers to receive and process orders whilst adhering to SOX/Audit.
Handle billing and account inquiries.
Investigate and resolve customer issues with complete professionalism.
Understand policies around order management and execute in compliance with Global Distribution Practices (GDP)
Support with preparation of Extract and analyse data.
Handle escalation from specialists and acting as first line problem solver.
Escalate to Manager any complex enquiry /complaint and collaborate on solution.
Key Responsibilities
Receive orders and enter them in SAP system within timely manner after performing validations on order following defined business rules.
Receive and answer customer enquiry/complaints through phone, e-mail and fax and record in CRM system.
Inform customers in case of quality issues related to product, recalls, or put on hold situations.
Master the quality complaint procedure and adverse event as defined per SOP.
Monitor all open orders/deliveries until completion.
Handle exceptions, coordinate with stakeholder and escalate as needed.
Determine root causes and inform customers of outcomes with additional responsibility of first line analysis to communicate to Manager.
Escalate order management disputes issues to in-market O2C team, internal stakeholders.
Master the understanding of business logistics and Handle through customer complaints the creation of debit/credit.
Perform weekly/monthly Audit Control report review and escalate within timely manner any potential deficiency.
Understand customer qualification market specifics and provide Support for customer qualification process through the direct interaction with the customer.
Knowledge, Skills & Qualifications
Experience in customer service, logistics experience would be beneficial.
Fluent in English and Czech
Ability to use SAP (SD module) and other Customer Service applications.
Advance knowledge and use of Office productivity tools
Ability to identify, analyse and solve problems, with limited guidance.
Quantitative and analytical skills.
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.
Daily/weekly/monthly work prioritization and planning. Define long term activity schedule guided by direct manager.
Co-operate with other teams internally as well as with external parties.
Understand end-to-end process and have awareness of the impact of our actions.
Identify and drive areas for continuous improvement.
#LI-Hybrid
If you come across a role that intrigues you but doesnt perfectly line up with your resume, we encourage you to apply anyway. You could be one step away from work that will transform your life and career.
Uniquely Interesting Work, Life-changing Careers
With a single vision as inspiring as Transforming patients lives through science , every BMS employee plays an integral role in work that goes far beyond ordinary. Each of us is empowered to apply our individual talents and unique perspectives in an inclusive culture, promoting diversity in clinical trials, while our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.
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 is dedicated to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace accommodations/adjustments and ongoing support in their roles. Applicants can request a reasonable workplace accommodation/adjustment prior to accepting a job offer. If you require reasonable accommodations/adjustments in completing this application, or in any part of the recruitment process, direct your inquiries to . Visit to access our complete Equal Employment Opportunity statement.
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.
Any data processed in connection with role applications will be treated in accordance with applicable data privacy policies and regulations.
Bristol Myers Squibb is Disability Confident Committed
A UK Government scheme
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