Customer Service Supervisor
Bristol-Myers Squibb Company
Chester, United Kingdom
10d ago
  • Ensure compliance with OTC policies, business rules and procedures, and comply with Global distribution Practices (GDP).
  • Lead the team in charge of the delivery of order management and customer service, ensuring specified services are provided to local markets at agreed operational level agreement.
  • Participate to the service management process including creation of regular service level reports and participation in regular / monthly country level service management reviews pertaining to front office responsibilities
  • Ensure resolution of issues raised by country regarding Capability Centre support of front office activities
  • Serve as escalation point within Capability Centre for the front office teams, BFS in-markets teams and other BMS organizations such as distribution, finance, legal, etc.
  • Participate to meetings with distribution / 3PL for business reviews
  • Ensure approbation on accepting incomplete or invalid orders, releasing blocked orders, accepting returns, and issuing credit notes based on GOA escalation from within CSA front office team
  • Ensure processing of all proposals for write-offs and work with TSA collection team to monitor riskiest accounts
  • Resolve any questions with front office teams over ownership of activities, support for new work, responsibility for adhoc / one-off efforts, etc.
  • Implement and manage continuous improvement processes
  • Participate in any necessary recruiting and hiring required of the front office teams
  • Provide support for adhoc requests from Head of OTC Operations and provide timely checkpoints to ensure their visibility into front office performance
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