Position: Customer Operations Analyst

Location: Franklin Lakes, NJ

Duration: 7+ Months Contract

Total Hours/week: 40.00
*****Locals only*****

Customer Operations Analyst – TEMP position

This position will research and resolve P003 Customer No Match chargeback and tracing errors and audit, cleanse, and update the distributor end customer cross reference (PCR) to BD SAP customer accounts to support sales trace processing in an efficient and accurate manner for all US business segments. This position is accountable to analyze reported P003 errors and issues with PCR entries, to resolve issues by finding correct matches and updating the PCR in coordination with Customer Master Data Management (CMDM), Business Analytics, and Contract Operations teams. Responsibilities include coordination of end customer account research and maintenance for all Top 12 Distributors as well as for reported issues from stakeholder teams.
This position will embrace standard procedures, utilize systems and tools effectively, and practice sound analytical judgment in their processing of end customer cross reference updates to optimize US Region results and overall financial risk.

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
• Ability to plan, organize, and manage work load and meet schedules with accurate results
• Ability to work well in a matrixed team environment, self-motivated and able to work independently while achieving expectations

Keywords: SAP, ERP, Qlikview, MS Access, customer account, master data governance, Excel, PCR, Customer Data.