Customer Service Representative responsible for managing customer relationships and processing requests. Collaborating with departments for efficient order handling and timely issue resolution.
About the role
- Manager overseeing revenue & dispute management processes for J&J's Innovative Medicine. Developing strategies to improve efficiency and collaborating with finance and distribution partners.
Responsibilities
- Developing and implementing team and account specific innovative strategies crafted to improve the efficiency of revenue & dispute management processes, using technology to drive automation.
- Leading/collaborating with various partners on the design, development, and execution of strategic projects to address new and/or changing customer needs and/or technology solutions in financial reconciliation and reverse distribution.
- Owning the development and implementation of revisions to the Returns Policies for the J&J Innovative Medicine operating companies to meet commercial and legal requirements for J&J and its trade customers.
- Streamlining of returns processes to reduce cost, while meeting all legal and regulatory (FDA, DEA, and EPA) requirements.
- Overall management and business ownership of the 3PL Returns Processing Services Suppliers for the Innovation Medicine business to ensure the secure product handling and destruction of J&J returned products through the reverse distribution supply chain and the maintenance of Master Services Agreements, Work Orders and Purchase Orders with the 3PL suppliers.
- Overall management of the Returns Crediting processes for the Innovative Medicines a business to ensure the timely and accurate crediting of J&J’s customers for all returned products that are Returns Policy compliant.
- Annual budgeting process for the J&J Innovative Medicines a Reverse Distribution
- Reporting of YTD Returns metrics (e.g. % Returns-to-Sales) to key business partners and management on a regular (e.g. monthly) basis.
- Delivering results on key KPIs & Metrics for Revenue Reconciliation: Outstanding Deduction Dollars, Aged Deductions.
- Ensure all Master Service Agreements and Work Orders are active and current.
- Partner with procurement and Legal to review and approve all agreements with vendor agreements across Channel Operations and Customer Service.
- Establish and conduct quarterly business reviews with 3PL Return Processing Providers with J&J Quality to review the 3PL’s performance to meet Key Performance Indicators (KPIs) as stated in the Work Orders and Quality Assurance Indicators as stated in the Quality Agreement.
- Enforce the current J&J Innovative Medicines a Returns Policy by only crediting customers for returned products that are compliant with the terms of the respective Returns Policy.
- Develop and maintain QSPs, SOPs, WIs to support the returns processes in the J&J Innovative Medicines a business.
- Maintain RD training curriculum and ensure that all department team members are fully trained to perform their job requirements.
- Leading digital innovation projects to automate manual processes, and drive insights to identify root causes of disputes/returns and improve customer experience.
Requirements
- Minimum of 8 years of relevant experience
- In-depth knowledge of relevant processes such as SOX, CSV, and GxP
- Prior Vendor/Supplier Management
- Prior background in procurement
- Experience developing and maintaining QSPs, SOPs, WIs to support the returns processes in the J&J Innovative Medicines a business.
- Program Management experience
- Prior People Leadership experience
- Ability to demonstrate Innovation and challenging the status quo
- Background in Data Analytics/Data strategy
Benefits
- medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance
- consolidated retirement plan (pension)
- savings plan (401(k))
- Vacation –120 hours per calendar year
- Sick time - 40 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year
- Holiday pay, including Floating Holidays –13 days per calendar year
- Work, Personal and Family Time - up to 40 hours per calendar year
- Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child
- Condolence Leave – 30 days for an immediate family member: 5 days for an extended family member
- Caregiver Leave – 10 days
- Volunteer Leave – 4 days
- Military Spouse Time-Off – 80 hours
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