CUSTOMER SERVICE ASSOCIATE

Bristol-Myers Squibb - Tampa, FL4.2

Full-time
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Position Summary

Global Financial Services associate responsible for telephone and e-mail interface with external and internal customers for orders, inquiries and issues.

Ongoing Responsibilities

Ongoing Responsibilities

Responsible for telephone and e-mail interface with external and internal customers for orders, inquiries and issues. External customers typically include wholesalers, physician offices, pharmacies and consumers.
Analysis and entry of pharmaceutical product order placement and order changes.
Responds to customer inquiries regarding product availability, order status, and order/return policies and programs. Works across matrix teams to handle complex inquiries.
Documents all incoming requests and gathers supporting documentation to facilitate issue research while utilizing various internal systems.
Ensures appropriate prioritization and timely follow-up on all initiated requests.
Works with strategic order analysts and distribution center on processing emergency product deliveries for critical orders.
Identifies and escalates call trends, customer reported product and patient issues to management.
Assures transactions are handled in compliance with business policies and procedures.
Backup for Technical Support Associates handling customer disputes and deductions including research on shipping and return discrepancies, and processing of corresponding transactions.

Development Value:
Develop broad understanding of order-to-cash processes in pharmaceutical setting
Gain experience dealing directly with variety of customers and enhance ability to deliver customer focused service within the organization
Interface with many functional areas including distribution, pricing, credit and collection.
Enhance skills in time management, oral and written communications
Opportunity to master multiple computer systems

Desired Experience:
Associates or Bachelors degree preferred in Business, Finance, Supply Chain or related field preferred.
Minimum 1-2 years experience in a customer service center working directly with external customers with ability to provide high quality customer service to a variety of customer types.
Ability to handle multiple priorities in a high volume, fast-paced, critical business function.
Must demonstrate strong communication skills, including empathy for customer issues, appropriate prompting and recapping to ensure understanding. Experience in managing difficult customers and/or situations with composure and professionalism.
Spanish speaking a plus.
Incumbent may need to work remotely during inclement weather.
Accurate PC and keyboarding skills. Proficient with Microsoft Office Suite. Knowledge of SAP a plus.
Strong team player, able to work well across a variety of levels and team borders, collaborating effectively within a matrix organization
Demonstrate willingness to respond to feedback based on operational metrics including call monitoring evaluations.