Customer Service Expert

Title: Customer Service ExpertLocation: 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 StepsIf 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 managerThe 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.