Customer Service Expert - Order Management O2C

Customer Service Specialist

Galderma is the emerging pure-play dermatology category leader, present in approximately 90 countries. We deliver an innovative, science-based portfolio of premium flagship brands and services that span the full spectrum of the fast-growing dermatology market through Injectable Aesthetics, Dermatological Skincare and Therapeutic Dermatology. Since our foundation in 1981, we have dedicated our focus and passion to the human body's largest organ - the skin - meeting individual consumer and patient needs with superior outcomes in partnership with healthcare professionals. Because we understand that the skin, we are in shapes our lives, we are advancing dermatology for every skin story.

We look for people who focus on getting results, embrace learning and bring a positive energy. They must combine initiative with a sense of teamwork and collaboration. Above all, they must be passionate about doing something meaningful for consumers, patients, and the healthcare professionals we serve every day. We aim to empower each employee and promote their personal growth while ensuring business needs are met now and into the future. Across our company, we embrace diversity and respect the dignity, privacy, and personal rights of every employee.

At Galderma, we actively give our teams reasons to believe in our bold ambition to become the leading dermatology company in the world. With us, you have the ultimate opportunity to gain new and challenging work experiences and create an unparalleled, direct impact.

Position Summary

The Customer Service Specialist will be responsible for managing the order-to-cash cycle on a specified portfolio of customer accounts to ensure a seamless 'Customer Journey.' By partnering with the Galderma Sales and Accounts Receivable Teams, you play a pivotal role in addressing customer inquiries and concerns while building and maintaining strong customer relationships.

This position requires effective communication, negotiation, and interpersonal skills. You are known for your ability to provide exceptional service to customers and internal stakeholders to deliver a premium experience. In addition, this candidate must be able to work in a fast paced and high-pressure environment. Your expertise in Oracle Cloud and Order-to-Cash ("O2C") processes will ensure client satisfaction and efficient order processing.

Essential Functions

• Provide high quality service to key customers and internal stakeholders by demonstrating and upholding Galderma's commitments to the 'Customer Journey'

• Develop and maintain positive and trust-based relationships with customers and respective sales representatives

• Act as the primary point of contact for your specified portfolio of accounts to address their inquiries and requests

• Ensure that customer and/or patient concerns and inquiries are handled in accordance with company standards by adhering to internal procedures, and by collaborating with respective stakeholders including Quality, Pharmacovigilance, Medical Affairs and Regulatory Affairs.

• Support 'seamless' order cycle from order receipt to invoicing to collections by developing a strong understanding of the customers' ordering habits and needs

• Liaise regularly (weekly, monthly, quarterly) with Sales Management and Customer Service Team Lead to review your specified portfolio of accounts and address insights, opportunities, and obstacles

• Consult with appropriate departments regarding shortages, out of stocks, delays and/or complaints

• Assist with account collection (calls, emails and/or letters) and resolve credit block issues, including conducting communications to your customer accounts

• Assist with dispute management in investigating customer chargebacks and claims and notify customer on rejected requests

• Troubleshoot and resolve EDI errors on inbound order and outbound shipments

• Act as a subject matter expert in key customer accounts and provide ongoing support for O2C-related inquiries to drive continuous improvement and optimization

• Complete system user acceptance and regression tests for IT project implementations, system upgrades and system break fixes.

Qualifications

• Order-to-Cash (O2C) Process Expertise – Strong understanding of end-to-end O2C cycle, including order receipt, invoicing, collections, and dispute management.
• Oracle Cloud Proficiency – Hands-on experience with Oracle Cloud ERP for order processing, credit management, and troubleshooting.
• EDI (Electronic Data Interchange) Management – Ability to troubleshoot and resolve inbound/outbound EDI errors for orders and shipments.
• Customer Relationship Management – Skilled in building trust-based relationships with customers and internal stakeholders to ensure a seamless customer journey.
• Credit & Collections Handling – Experience in resolving credit block issues, managing collections, and handling chargebacks or claims.