Customer Service Expert - Deductions
Galderma Laboratories

Job Info

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With a unique legacy in dermatology as well as decades of cutting-edge innovation, Galderma is the pure-play dermatology category leader, present in approximately 90 countries. We deliver an innovative, science-based portfolio of premium flagship brands and services that spans the full spectrum of the fast-growing dermatology market through Injectable Aesthetics, Dermo-cosmetics, 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're 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.

Title: Customer Service Expert- Deductions

Location: Dallas, TX ( 3 days a week in office)

The O2C Customer Service Expert (Order Management or Dedcution Management) is responsible for end to end O2C processes to maximize customer service levels and optimize cost to serve. This role monitors and assists local customer service and Genpact in the proper procedures used to responds to Customers' needs. This individual will work directly with the Customer Service Lead & Supervisor to monitor monthly KPIs and deep dive into corrective actions and improvements.

Customer Management:

• Understands customer requirements and maintains customer profiles related to customer master data, customer contacts, point of delivery, lead times, booking times, delivery windows, and web portals, etc.
• Accesses and maintains information regarding service and customer satisfaction levels; takes corrective actions to resolve issues impacting E2E O2C Processes.
• Builds strong relationships with buyers/accounts payable staff; maintains a detailed understanding of customer requirements, customer contracts on file, ordering, payment and deduction patterns.

Deduction Management:

• Oversees Genpact transactional processes and ensures the processing of customer claims with attention to details and accuracy on every claim, ensuring compliance with work instructions and SOP's.
• Ensure timely disputes are completed within Customer timeframes.
• Coach and train Genpact team on any changes to work instructions or SOP's while ensuring work instructions are updated by Genpact after delivery of training.
• Actions and analyzes deductions at required levels of granularity including aging of requests and open items; analyzes and confirms that credits and deductions related to customer contract are validated against contract terms
• Proactively monitors all stages of the claims process to ensure accurate and timely processing of all deductions including authorization, data integrity, physical goods collection, quality controls and financial billing
• Assist with monthly KPI reports on volume, value and trends to show progress in reducing error rate; promotes and takes advantage of reason code methodology, reporting and assigned resolution owners.
• Participate in continuous improvements on processes and tools while ensuring team training on new and current processes
• Partner with cross-functional teams designed to improve O2C processes.
• Collaborate closely with the Transportation Department, Distribution Network, Sales Demand & Supply Planning and Customer Success Teams.

Systems Management:

• Partner with Business Process Lead to understand system processes including any new enhancements.
• Responsible for reporting system issues within the order management or deduction management processes to the Business Process Lead
• Ensures that SOPs and work instructions are up to date with collaboration with the Business Process Lead
• When relevant understand and root cause any interface requirements or corrections.

Preferred Skills and Qualifications:

• Bachelor's degree from a four-year college or university preferred.
• Five (5) or more years related operational experience in customer relations working for or with a customer in a collaborative environment will be considered towards expertise
• Full understanding of customer order to cash processes
• Proven ability to implement process improvements
• Proficient with MS Office including Word, Excel, and Outlook.
• Oracle ERP System or similar operating system expertise
• Knowledge of general accounting practices and principles
• Excellent written and verbal communication skills
• Strong analytical and organization skills
• Ability to function in a team-oriented environment
• Proficiency in system support to enable good decisions and responsiveness to Customers

What we offer in return

You will be working for an organization that embraces diversity & inclusion and believe we will deliver better outcomes by reflecting the perspectives of our diverse customer base. You will also have access to a range of company benefits, including a competitive wage with shift differential, annual bonus opportunities and career advancement and cross-training.

Next Steps

• If your application is successful and your profile is a match, we will invite you for a first virtual conversation with the recruiter.
• The next step is a virtual conversation with the hiring manager
• The final step is a panel conversation with the extended team

Our people make a difference

At Galderma, you'll work with people who are like you. And people that are different. We value what every member of our team brings. Professionalism, collaboration, and a friendly, supportive ethos is the perfect environment for people to thrive and excel in what they do.

Employer's Rights:

This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time, for any reason. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

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