Customer Service Expert - Order Management O2C

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

TheCustomerServiceSpecialistwillbe responsible formanagingthe order-to-cash cycle ona specified portfolio of customer accounts to ensure a seamless ‘Customer Journey.’By partneringwith the GaldermaSales and Accounts Receivable Teams, you play a pivotal role in addressing customer inquiries and concerns while building andmaintainingstrong customer relationships.

This position requireseffective communication,negotiation,and interpersonal skills.You are known foryour ability to provide exceptional service to customers and internal stakeholders to deliver a premium experience.In addition, this candidate must be ableto work in afast pacedand high-pressure environment.YourexpertiseinOracleCloud and Order-to-Cash(“O2C”)processeswill ensure client satisfaction and efficient order processing

Essential Functions

Providehigh quality service to key customersand internal stakeholdersbydemonstratingand upholding Galderma’scommitments to the ‘Customer Journey’

Develop andmaintainpositive and trust-based relationships withcustomers and respective sales representatives

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

Ensure that customer and / or patient concerns and inquiries are handledin accordance withcompany standards by adhering to internal procedures, andbycollaborating with respective stakeholders includingQuality,Pharmacovigilance,MedicalAffairs andRegulatoryAffairs.

Support‘seamless’ order cycle from order receipt to invoicingto collectionsby developinga strong understanding of the customers’ordering habits and needs

Liaise regularly (weekly, monthly, quarterly) withSalesManagement and CustomerServiceTeam Lead to reviewyour specified portfolio of accounts and addressinsights,opportunities,and obstacles

Consultwithappropriate departmentsregardingshortages, out of stocks,delaysand / or complaints

Assistwith account collection (calls,emailsand / or letters)andresolve credit block issues, including conducting communicationstoyour customeraccounts

Assistwith disputemanagementininvestigatingcustomerchargebacksand claimsand notify customer on rejected requests

Troubleshoot and resolve EDI errors on inbound order and outbound shipments

Act as a subject matter expertin key customer accounts and provide ongoing support for O2C-related inquiriestodrive 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.