Manager, Customer Support Services

Johnson & Johnson•Somerset, NJ

30d

About The Position

At Johnson & Johnson,â¯we believe health is everything. Our strength in healthcare innovation empowers us to build aâ¯world where complex diseases are prevented, treated, and cured,â¯where treatments are smarter and less invasive, andâ¯solutions are personal.â¯Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity.â¯Learn more at https://www.jnj.com About Innovative Medicine Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow. Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way. Learn more at https://www.jnj.com/innovative-medicine. Transcend is a global business transformation program that will modernize our foundational transactional processes and harmonize them into one "clean" ERP as a standardized platform for growth and efficiency gains. This program will simplify the Pharmaceutical ERP landscape from 7 to 1, standardizing processes to have a cost-effective, fit-for-purpose digital backbone that will enable us to support the Pharmaceutical business with agility. Additionally, the program will remediate the end-of-life system exposure that we risk towards the end of this decade. Apply today for this exciting opportunity to be part of our growing team! This role will build relationship across various levels in the customer's functional areas of Finance Credit Groups, Sales Finance, Trade partners, and all Deliver functions including distribution and Transportation. The manager will Reverse Distribution Programs and Dispute and claims programs and processes.

Requirements

Minimum of a Bachelor's/University or equivalent degree is required
A minimum of 8 years of relevant experience
In-depth knowledge of relevant processes such as SOX, CSV, and GxP
Prior Vendor/Supplier Management

Nice To Haves

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

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.

Benefits

Subject to the terms of their respective plans, employees and/or eligible dependents are eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance.
Subject to the terms of their respective plans, employees are eligible to participate in the Company's consolidated retirement plan (pension) and savings plan (401(k)).
This position is eligible to participate in the Company's long-term incentive program.
Subject to the terms of their respective policies and date of hire, Employees are eligible for the following time off benefits: 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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