**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. 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: careers.bms.com/working-with-us **We** **can offer** + Hybrid working policy - 50% home/office. + 26 days holiday plus bank holidays. + Career and qualifications support. + Modern office building with various on-site benefits (inc. on-site parking). + **12 month Fixed Term Contract** **Position Purpose** + Subject matter expert in all customer service analyst (CSA) functions, supporting local market activities as part of the Order-to-Cash above market team. + An effective communicator, **fluent in English** and **an additional European language** ; French, German, Italian or Spanish. + Understand policies around order management and execute them in compliance with Good Distribution Practices (GDP) + Handle escalation from specialists and act as first line problem solver. + Escalate to manager any complex enquiry /complaint and collaborate on resolution. **Key Responsibilities** + Good working knowledge of company systems, procedures, policies and controls, information sources and analytical techniques. + Handle exceptions, coordinate with stakeholder and escalate as needed. + Have a clear understanding of the financial flow applicable to BMS orders and the implication of the O2C OM tasks on the billing, cash collection and accounting activities. + Responsible for the execution of day-to-day activities related to Order Management. + Receive orders and enter them in SAP system within timely manner after performing validations on order following defined business rules. + Responsible for the application and the monitoring of order entry controls, including quantity controls such as Low Stock Allocations (LSA) or the monitoring of unusual sales patterns. + Handle backorders, obtaining approvals where necessary and informing customer about the situation. + Monitor all open orders/deliveries until completion. + 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 customer complaints/inquiries root causes and inform customers of outcomes with additional responsibility of first line analysis to communicate to Manager. + 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, or put on hold situations. 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 monthly control report review and escalate within timely manner any potential deficiency. + Support internal and external audits and actively preparing and participating on audit walkthroughs. + Perform weekly/monthly audit control report review and escalate within timely manner any potential deficiency. **Additional Activities** + Support compliance with Spain 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 Spain local market team, customers, and other stakeholders/departments. + Maintain effective relationships with key contacts in Spain local market, 3PL, customers, the wider O2C network and third parties. + Support implementation, successful integration & further development/deployment from O2C local market including process efficiency initiatives, working with all team members to develop recommendations and implement agreed findings. **Required Skills and Experience** + A dditional European Language, such as French, German, Italian or Spanish, **is required** + 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 exceptional 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. \#LI-Hybrid If you come across a role that intrigues you but doesn't 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** BMS has a diverse occupancy structure that determines where an employee is required to conduct their work. This structure includes site-essential, site-by-design, field-based and remote-by-design jobs. The occupancy type that you are assigned is determined by the nature and responsibilities of your role: Site-essential roles require 100% of shifts onsite at your assigned facility. Site-by-design roles may be eligible for a hybrid work model with at least 50% onsite at your assigned facility. For these roles, onsite presence is considered an essential job function and is critical to collaboration, innovation, productivity, and a positive Company culture. For field-based and remote-by-design roles the ability to physically travel to visit customers, patients or business partners and to attend meetings on behalf of BMS as directed is an essential job function. 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 adastaffingsupport@bms.com . Visit careers.bms.com/ (https://careers.bms.com/eeo-accessibility) eeo-accessibility 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 - Employer A UK Government scheme **Company:** Bristol-Myers Squibb **Req Number:** R1584327 **Updated:** 2024-09-17 04:22:41.416 UTC **Location:** Chester-GB Bristol Myers Squibb is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, pregnancy, citizenship, marital status, gender expression, genetic information, political affiliation, or any other characteristic protected by law.