Customer Operations Analyst

Responsibilities

• Accountable for all aspects of P003 tracing error resolution and data quality for the PCR, and to coordinate corrections and updates with stakeholder teams (CMDM, Business Analytics, and Contract Operations)
• Complete audit and cleansing of PCR files for BD’s top 12 distributors, and resolve PCR issues / corrections submitted by Business Analytics and Contract Operations teams
• Identify data and process improvements related to corrections processed for the PCR
• Partner with customer data management, contracting, membership, and other BD teams to responsively address distributor chargeback related issues and claim processing errors
• Exercise appropriate controls to ensure PCR data quality and minimize financial exposure
• Efficiently research, match and maintain customer master data with regards to timely dispute resolution and Distributor Partner Cross Referencing and the creation and management of Non-Transactional accounts
• Consistently practice policies, procedures, and processes to harmonize all aspects of matching distributor end customers to BD customer master accounts
• Provide regular status and issue reporting for all PCR assignments to keep leaders informed

Qualifications

• BA/BS required
• 2 years’ experience across customer account maintenance, master data governance, commercial contract and/or chargeback operations
• Moderate+ Excel and MS access experience
• Experience in ERP (SAP / Vistex)
• Strong technical skills in MS Excel for comparison, matching, and analysis of customer data
• Experience with MS Access and / or Qlikview are very helpful
• Solid communication, team work, and status reporting skills
• Analytical problem solver with business acumen and understanding of customer data
• Able to evaluate key business drivers and develop clear solution recommendations
• Able to plan, organize, and manage work load and meet schedules with accurate results
• Able to work well in a matrixed team environment, self-motivated and able to work independently while achieving expectations