Analyst 3 - Customer Complaints

Cynet Systems•Somerville, NJ

About The Position

The Analyst 3 - Customer Complaints manages revenue reconciliation and customer accounts, investigating and resolving customer deductions and claims in a timely manner. The role provides customer service by building collaborative relationships with external customers and internal business partners, and develops knowledge of customer practices and internal policies. It partners with accounts, reverse distribution, logistics, sales, finance, and other stakeholders to resolve complex issues, analyze account activity, and develop customer-specific action plans. The analyst uses process excellence tools and technology to identify revenue trends, improve processes, and meet account and organizational goals. Tools mentioned include Microsoft Excel, PowerPoint, and Word, as well as SAP, Business Warehouse, and Comet. The position includes managing deductions, disputes, debit and credit transactions, customer account controls, audit requests, and compliance requirements. It also involves leading or participating in revenue-management projects and customer initiatives, sharing information across organizational levels, contributing to team decisions, serving as a subject matter expert for an account portfolio, and completing required compliance training. Duties must comply with company, local, state, and federal requirements, including FDA and DEA guidelines.

Requirements

College degree required.
At least 2 years of career experience required.
Experience working in a highly matrixed, global organization.
Strong interpersonal and communication skills.
Excellent organizational, time-management, and follow-up skills.
Proficiency with Microsoft Office, including Excel VLOOKUPs and pivot tables.
Strong collaboration skills and ability to influence without authority.
Demonstrated analytical and problem-solving experience.
Ability to manage multiple priorities and work independently.

Nice To Haves

Bachelor's degree in Finance, Accounting, Supply Chain, or Business preferred.
Experience in Customer Service, Accounts Receivable, or Supply Chain fields such as Order Management, Reverse Distribution/Logistics, or Distribution.
LEAN/SIX SIGMA/APICS training, certification, or equivalent experience.
Working knowledge of SAP and/or Business Workplace (BW).
Knowledge of SOX, GCC, and/or GMP requirements.
Finance knowledge or work experience in accounts receivable, deduction management, or collections.

Responsibilities

Proactively manage deductions and disputes to meet metrics and goals in coordination with logistics, sales, and finance partners.
Manage debit and credit transactions, follow documented processes, and ensure compliance standards and approvals are met.
Maintain customer accounts according to department policies, best practices, audit controls, national policies, and standard operating procedures.
Manage requests and inquiries from internal and external business partners.
Use technology and root-cause analysis to resolve issues and support individual and team metrics.
Monitor key performance indicators, including outstanding deduction dollars, aged deductions, delivery service issues, and timely case closure.
Assist with internal and external audits, including gathering data and interacting with auditors as needed.
Identify and implement solutions using analytics and project-management methodologies.
Drive process improvements affecting deduction management and dashboard measures.
Participate in and lead customer-specific initiatives, team meetings, and decision-making.
Serve as a subject matter expert with end-to-end responsibility for an account portfolio.
Prepare and present information across settings and organizational levels.
Complete assigned compliance training and other related revenue-management, project, and performance-management activities.