(Sr) Customer Service Specialist [Belgium]

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For Current Gilead Employees and Contractors:

Please log onto your

Internal Career Site

to apply for this job.

At Gilead we believe every employee deserves a great leader. As a people leader now or in the future, we expect that you will model and create an environment of inclusion, be intentionally focused on the hiring, development, growth and retention of talent, and empower teams to align and achieve goals.

Job Description

(Senior) Customer Service Specialist

Gilead Sciences is a research-based biopharmaceutical company that discovers, develops, and commercialises innovative medicines in areas of unmet medical need. With each new discovery and investigational drug candidate, we seek to improve the care of patients living with life-threatening diseases around the world. Gilead’s therapeutic areas of focus include HIV/AIDS and emerging viruses, liver diseases, cancer and inflammation. Gilead has 15.000 employees globally and 50 are based in Belgium (

https://www.gilead.be/

).

The position

We are hiring a (Sr) Customer Service Specialist, reporting to the Commercial Operations Director, to reinforce our Customer Service (CS) team. The position is based in Diegem, Belgium and homeworking arrangements are possible.

This critical role within our affiliate will, in team-collaboration with another Customer Service Specialist, ensure distribution of our therapies, billing/invoicing, stock and customer data management. All around, you will become a key player in supporting healthcare providers and their patients to obtain access to the important therapies we commercialize.

In this role, you will work closely with external stakeholders such as hospital pharmacists and wholesalers (those interactions happen by phone and e-mail), and with colleagues of Gilead Commercial Operations, Finance, Regulatory affairs, Business Units as well as of the global Trade Operations team.

According to your experience and skills, you can be eligible for a Senior level.

What are your responsibilities?

In close synergy with your Customer Service colleague, these are the main responsibilities to take care of:

Order booking:

You enter the orders in system and track fulfilment. You act as contact for returns, credits and potential complaints.

Stock management & logistics:

You monitor and manage Gilead Belgium stock levels. You also ensure with the internal support that our agreement with the local distributor (3PL) is respected. Accordingly, you will coordinate resolutions of issues or deviations.

Customer’s billing, invoicing and cash collection:

You generate customer bills (debit & credit notes) and follow-up. You are also in charge of researching and resolving AR discrepancies in collaboration with the Finance team.

Issue management:

You are the contact point for customer issues and coordinate their resolution. You lead investigation and confirm incoming product complaints in collaboration with Regulatory Affairs.

Master Data Management:

As Customer Service specialist, you manage customer on-boarding and assessment. You coordinate customer set-up and system pricing. As part of our transformation, you will also be involved in the upgrade of our lead system.

Reporting:
You report core KPI monthly (stock, OTC, credit limit, quality, …).

Back-up:

To support you, we have a back-up team in place. As part of your responsibilities, you coordinate back-up training and support.

Finally, you comply with our corporate policies and SOPs.

What are your preferable qualifications, skills and behaviours?

• You have 3+ years’ experience in a similar role, not necessarily in the pharmaceutical industry but in a highly regulated environment, in which you have demonstrated an excellent organizational and operational skills.
• Embrace customer centricity. Demonstrate sense of urgency, a problem-solving attitude and a reasonable flexibility when required.
• You are eager to learn and grow in your role
• You are capable to work independently with minimal supervision while maintaining a strong collaboration with colleagues, across departments.
• For this position, a proficiency in the following languages is required:
  • Dutch and French: fluent oral, very good writing skills
  • English: very good passive understanding, good oral and writing skills
• Good knowledge and experience of usage of SAP and/or Oracle
• Good knowledge and experience of Microsoft Office (Word, Excel, PowerPoint, Outlook). You are able to create basic independent Excel tables/analyses

Adherence to Gilead Core Values

• Integrity (always doing the right thing)
• Teamwork (collaborating in good faith)
• Excellence (working at a high level of commitment and capability)
• Accountability (taking personal responsibility)
• Inclusion (valuing differences and diversity)

Exited to join?

We invite you to apply using the ‘apply’ button.

We welcome people from all walks of life and if you don’t meet all requirements or your experience does not perfectly align with every qualification, we encourage you to apply anyway.

You might be the candidate we are looking for! At Gilead we believe everyone is unique and different abilities are what help us push toward our vision.

Your application will be reviewed by our talent acquisition team. The typical interview process consists of interviews with talent acquisition, with the hiring manager and as a next step with members of our cross functional team. For some positions a business case presentation is part of the interview process.

Working @Gilead

Our Belgian team consists of a diverse mix of talented people that is proud of what has been achieved and ambitious about what can be achieved in the future. We work closely together, cross functionally, in a fast-paced, agile working environment where we have success together and learn together from challenges. We believe that everyone has talents, and we are committed to supporting everyone in their development to unlock their potential. We facilitate hybrid work and have office days to offer social and business connection to the team.

We are highly committed to creating an equitable culture that is reflective of the diversity of the communities we serve. It is important to us that all people can bring their full selves to work independent of background, race, religion, nationality, gender identity, sexual orientation etc. Inclusion is more than a commitment to us; it is the foundation of who we are and what we do. Our core values are at the forefront of all that we do: Integrity, Teamwork, Excellence, Accountability, and Inclusion.

Equal Employment Opportunity (EEO)

It is the policy of Gilead Sciences, Inc. and its subsidiaries and affiliates (collectively "Gilead" or the "Company") to recruit select and employ the most qualified persons available for positions throughout the Company. Except if otherwise provided by applicable law, all employment actions relating to issues such as compensation, benefits, transfers, layoffs, returns from layoffs, company-sponsored training, education assistance, social and recreational programs are administered on a non-discriminatory basis (i.e. without regard to protected characteristics or prohibited grounds, which may include an individual’s gender, race, color, national origin, ancestry, religion, creed, physical or mental disability, marital status, sexual orientation, medical condition, veteran status, and age, unless such protection is prohibited by federal, state, municipal, provincial, local or other applicable laws). Gilead also prohibits discrimination based on any other characteristics protected by applicable laws.

For Current Gilead Employees and Contractors:

Please log onto your

Internal Career Site

to apply for this job.

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