Customer Service Specialist

At Gilead, we’re creating a healthier world for all people. For more than 35 years, we’ve tackled diseases such as HIV, viral hepatitis, COVID-19 and cancer – working relentlessly to develop therapies that help improve lives and to ensure access to these therapies across the globe. We continue to fight against the world’s biggest health challenges, and our mission requires collaboration, determination and a relentless drive to make a difference.

Every member of Gilead’s team plays a critical role in the discovery and development of life-changing scientific innovations. Our employees are our greatest asset as we work to achieve our bold ambitions, and we’re looking for the next wave of passionate and ambitious people ready to make a direct impact.

We believe every employee deserves a great leader. People Leaders are the cornerstone to the employee experience at Gilead and Kite. As a people leader now or in the future, you are the key driver in evolving our culture and creating an environment where every employee feels included, developed and empowered to fulfil their aspirations. Join Gilead and help create possible, together.

Job Description

We are looking for a skilled and enthusiastic BENELUX Customer Service Specialist to join our Trade Operations team, based at our Amsterdam office.

This is a fantastic opportunity for someone who has a passion for helping others, a talent for problem-solving and affinity with Order-to-Cash processes, amongst others, as outlined below.

Roles & Responsibilities

Order Management

Manage order entry in company SAP system of orders received from wholesalers, hospitals and pharmacies.

Follow up on order processing to ensure orders are delivered to customers on time and in full.

Issue resolution

Be first point of contact for customer queries, returns and complaints and coordinate resolutions.

Investigate and confirm incoming product complaints, working with Gilead Responsible Person for resolution.

Provide support to Regulatory Team during (mock-up) recall.

Participate in regular GDP-focused meetings with Gilead Responsible Person.

Master Data Management

Manage customer master data in company SAP system.

Coordinate with Gilead Regulatory and Finance teams regarding setup of new customers in company SAP system including standard bonafide check and set up of credit limits and discounts.

Assist in managing pricing and other commercial terms in company SAP system.

Cash collection

Contact accounts to collect past due balances and resolve any issues preventing payment.

Collaborate with Gilead Finance in monthly review of open balances.

Research and resolve AR discrepancies, liaise with Gilead Financial Shared Services team to allocate un-applied cash before each month end.

Support customer credit limit checks, and annual credit limit review.

Compliance

Comply to corporate Policies and Procedures on all described job duties.

Comply to GDP requirements on all described job duties.

Ensure to keep detailed up-to-date and accurate documentation of all processes in the designated systems and locations.

Professional Experience & Skills

Previous experience in SAP

Previous in Microsoft Office (Word, Excel, PowerPoint, Outlook).

Previous experience with distribution/supply chain/order & customer management (+4 years)

Fluent in Dutch and English; French preferred

Knowledge of Good Distribution Practices and the pharmaceutical industry is an advantage

Personal Profile

The ideal candidate exhibits the following behaviors

Great eye for detail in handling and storing data and ability to work in a structured manner.

Able to work independently within compliance framework using existing work instructions/procedural documents and following these closely.

Self-organized, capable of managing their own time and prioritize tasks with minimal guidance.

Able to be responsive to changing customer and business needs, displaying excellent communication skills when interacting with customers and Gilead internal stakeholders. Able to articulate in a respectful, clear manner and adapt tone to the needs of the recipient.

Enjoys collaborating with a wide range of functions within the organization beyond their own team.

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)

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 apply via the Internal Career Opportunities portal in Workday.

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