Deduction/Claim Specialist

SUMMARY:

- The Deduction Specialist supports the day-to-day complex level dispute research and resolution activities.
- This role works collaboratively with internal stakeholders to quickly research, document and close disputes in a timely manner so that credit/collections can successfully collect on any money owed.
- The Deduction Specialist will work closely with distribution, credit/collections,
- Trade, customer service (primarily CSR's) as well as external vendors and customers to ensure proper documentation is captured, accurate research is performed to allow timely closure/collection of disputes.
- Position requires a detailed understanding of trade policies, has a strong working knowledge of product line and possesses both strong analytical skills and a solid understanding of the financials around dispute management.
- Position requires self-direction and the ability to apply complex business rules to achieve business objectives and compliance with internal controls.

RESPONSIBILITIES:

- Responsible for working with an assigned account base of large wholesale distributors, retail chains and smaller trading partners to resolve accounts receivable deductions.
- Resolution may include the issuance of a credit or debit memorandum in SAP upon outcome of research.
- Perform assigned customer service tasks to ensure the highest quality of operational support for major trade accounts.
- Positively represent by providing exceptional customer service and engagement
- Extensive use of SAP's Business Intelligence application to analyze operational trends, and research customer reported issues.
- Work collaboratively with internal resources including customer service, credit collections, distribution, and key business leads.
- Participate in customer score carding processes to include possible customer site visits.
- Research complex claims in a timely manner to achieve and maintain deduction performance metrics.
- Work collaboratively with customers (buyers and accounts payable), third party vendors, and the Credit/Collections department to resolve deductions.
- It is expected that the Deduction Specialist will use analytical skills to identify deduction trends, pinpoint root causes of deductions, and will use problem-solving skills to develop proactive plans to reduce chronic deductions and non-compliance fines and fees associated with their assigned accounts.
- Independent research for information, resources and resolve return related discrepancies.
- Maintains a detailed working knowledge of trade policies, SOP's and standard business processes and consistently applies that knowledge to daily operational tasks.
- Proactively work with management to address exception situations.
- Handle routine telephone/email correspondence with customers and colleagues in a professional and punctual manner. consistently applies that knowledge to daily operational tasks.
- Proactively work with management to address exception situations.
- Handle routine telephone/email correspondence with customers and colleagues in a professional and punctual manner.
- TEAM PLAYER TO INCLUDE:
- Train and mentor Customer Service team members (including warehouse and finance's credit/collections) on dispute resolution
- Excellent communicator. Provides operational assistance to customers and internal clients that support the attainment of business objectives.
- Assist both customers and CSR colleagues with escalated inquiries or problems, increasing the ability to provide our customers with prompt resolution
- Serve as a subject matter expert on deduction processing, SAP's FSCM dispute module, and various financial transaction entries in SAP
- Support special projects as assigned including claims initiatives, collection efforts, and miscellaneous internal and external requests
- Successfully operate in a collaborative team environment, ensuring individual/team metrics, and working to improve quality while maintaining respect for people
- Collaborate with management team to examine practices and procedures as part of a continuous business improvement effort.
- Supports Sarbanes Oxley by adhering to the internal controls

SKILLS:

EDUCATION/EXPERIENCE:

- High school diploma and 5 -7 years of professional customer service experience (to include understanding of debits/credits, deduction resolution and order processing) is required.
- Bachelor's degree with 1 - 2 years related experience is highly preferred. In addition, pharmaceutical experience a plus.
- 2+ years of collections and/or accounts receivable experience is preferred.

KEY KNOWLEDGE/SKILLS:

- Excellent communication, problem-solving, and analytical skills.
- Experience in SAP ECC and SAP's Business Intelligence reporting.
- Strong interpersonal skills in a multi-team environment required.
- Proficiency in SAP ERP with focus on the Financial Supply Chain Management (FSCM) module is highly preferred.
- Ability to analyze 3rd party reimbursements and associated customer claims.
- Ability to extract and customize reports from SAP.
- Advanced analytical skills in performing analyses of dispute cases to determine root cause and best methods for long-term resolution.
- Ability to manage time, priorities, deadlines and handle multiple tasks at the same time.
- Expert knowledge of transportation modes, terminology, and documents such as billing of lading, proof of delivery, and manifest.
- Demonstrate problem solving skills and ability to trouble shoot and resolve issues across functions without direct authority.
- Strong communication skills, verbal and written, with the ability to influence decisions internally and externally without direct authority.
- Proficiency in Microsoft Office Excel
- AR Department Experience