Customer Service Expert

2 weeks ago

Dallas, United States Galderma Full time

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

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

This role is responsible for the oversight of our Order to Cash (O2C) processes for our Prescription business. Partner with 3PL Distribution to maximize customer service levels and optimize cost to serve. This role is responsible to provide high quality of service to our Specialty Pharmacies and Specialty Distributors, while adopting Galderma best in class processes, and Customer excellence. Success in this role will rely heavily on the ability to establish, develop, and maintain successful business relationships with our Internal Galderma stakeholders & and vendor to positively contribute to customer strategy and drive best in class supply chain performance.

Key Responsibilities:

Customer Management:

• When relevant is responsible to provide high quality of service to key customers (Specialty Pharmacies & Distributors), while ensuring their ordering standards follow contractual agreements.

• Accesses and maintains information regarding service and customer satisfaction levels; takes corrective actions to resolve issues impacting order and credit flow

• Leverage analytics/metrics to support decision-making process and enable root cause counter measures to improve customer experience.

• Coordinate with 3PL vendor & Galderma Stakeholders to ensure the right creation and maintenance of Customer data is performed Lead continuous improvement on processes & tools, projects and change management, as well as driving - closely with IT - system/tools improvements from quotes, order entry

and management to post order and claims management.

Order & Fulfilment:

• Oversight and point of escalation with Galderma 3PL vendor on prescribed order to cash process including customer allocations, , pricing errors, order blocks, and returns.

• Coordinate with the customer and liaise with internal teams where an order must be changed or cancelled

• Responsible for monthly review of KPI and SLA performance of O2C processes, corrective action plan, and business escalation where applicable

Dispute & Deduction Management

• Monitor vendor performance and KPI metrics monthly and risk mitigation plans

• Assist Dispute Management team with 3PL vendor if needed to process claims and deductions

• Notify customer for rejected rebate requests, trade spends, deductions/chargebacks or claims

Systems Management:

• Maintains all customer information including customer specific processes and price lists; responsible for ensuring all aspects of the customer setup, including Oracle customer maintenance

• When relevant: understand and correct interface issues. Embedded Interface Management (eg. EDI, ERP, or LSP system)

• Other duties as assigned

Skills and Qualifications:

• High school diploma or GED is required.

• 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

• Full understanding of customer order to cash processes

• Skillful in claims, returns and order management with good judgment and decision-making skills.

• Proven ability to implement process improvements

• Proficient with MS Office including Word, Excel, and Outlook.

• Proficient with Business Intelligence reporting tools

• 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

• Knowledge of laws and regulation regarding pharmacy and prescription distribution

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 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

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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