Specialist, Customer Support Services

The Specialist role will manage high risk, high dollar end to end dispute management with a focus on customer experience.  This person will use deep problem solving and analytical skills while leveraging established processes to make key decisions in the dispute process. 

Key Responsibilities: 

• Serve as the subject matter expert for dispute resolution with a focused portfolio on key accounts, managing end to end process from researching and resolving the dispute to adjustments  

• Lead revenue project initiatives and improvement projects to address root cause of disputes, identify failure modes, make recommendations, and lead the projects to remediation 

• Support goal attainment by providing dispute trends and insights to prioritize decisions 

• Provide guidance and escalation support on complex issues to remove obstacles and expedite dispute resolution 

• Present data to key stakeholders that support status and progress of dispute resolution goals 

• Support management with specific analysis and reports to drive proactive account portfolio management and discussions with customers and key internal business partners 

• Perform analysis on complex revenue issues and partner with other business contributors as appropriate to resolve issues and execute opportunities to improve against department metrics 

• Use Process Excellence tools/concepts to deliver accurate root cause analysis, trending patterns and process optimization for the business 

• Lead or participate in functional area and department projects that improve cash flow, reduce deductions, and streamline manual processes 

• Key Performance Indicators for this role include, incoming & outstanding deduction dollars, aged deductions, overall DSO, open customer complaints and shipment refusals. 

• Maintain customer accounts according to best practices, audit controls, national policies and SOPs.  

• Assist in internal/external audits and keeping J&J audit ready. May include the gathering of data for audit requests, or direct interaction with auditors 

• Complete other related revenue management activities as assigned. 

• Prepare and effectively present information in various settings and across organizational levels. 

• Proactively manage deductions/disputes to meet metrics & goals through integration with logistics, sales, finance and other key stakeholders.  

• Determine the validity of a dispute; follow documented processes and procedures, ensure that all compliance standards and approvals are met. 

• Maintain customer accounts according to set department policies & procedures; aged items, offsetting  

• Develop competency in all Microsoft applications i.e. (Excel Power Point) as well as business applications such as (SAP, HPE Content Manager, FSCM) 

Qualifications 

Education: 

• Bachelor’s degree required in Business, Analytics, Information Systems, Computer Science, or a related field 
• Coursework or concentration in data analytics, digital technologies, or information management preferred 

Experience and Skills: 

Required:  

• Minimum of 6 years work experience in Customer Services, Accounts Receivable, Distribution, Operations, Supply Chain, Project Management, or related field required.

  Other skills required:

• Business knowledge of other functional areas such as Sales & Marketing, E Commerce and Finance as well as an understanding of multiple Supply Chain business sectors.

• Demonstrated experience working in SAP.

• Excellent organizational, verbal, and written communication skills.

• Solid problem solving and analytical experience.

• Prior working experience working in real-time environment, managing achievement of competing priorities and deadlines.

• Demonstrated and proven ability to develop and maintain effective business partnerships. 

• Advanced Proficiency in MS Office applications, including EXCEL and Power Point.

Preferred:  

• Working knowledge of Franchise ERP system SAP USROTC, FSCM, Salesforce.com 

• Intermediate to Advanced Excel Skills (e.g. pivot tables, formulas, macros, etc.) 

• Working Knowledge of Visualization programs (e.g. Power BI, Tableau, etc.) 

• Knowledge of SOX, GCC and/or GMP requirements 

• LEAN/Process Excellence Knowledge and or Project Management Experience 

Other: 

• No language requirement specified 

• Minimal travel may be required (up to ~10% as business needs dictate) 

• Certifications in Lean, Six Sigma, or project management are a plus (preferred, not required) 

For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com. 

Johnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone orthopaedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.

 Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers, internal employees contact AskGS to be directed to your accommodation resource.

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