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Customer Service (Order to cash) Supervisor - 2406194995W

Description

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https://www.jnj.com/ .

Diversity, Equity & Inclusion are essential to continue building our history of pioneering and innovation, which has been impacting the health of more than 1 billion patients and consumers every day for more than 130 years. Regardless of your race, belief, sexual orientation, religion, or any other trait, YOU are welcome in all open positions at the largest healthcare company in the world.

When You Join Johnson & Johnson, Your Move Could Mean Our Next Breakthrough.

We are searching for the best talent for a Customer Service (Order to cash) Supervisor to be located in Mexico City (DF) - Mexico.

Purpose:

This position has the objective to execute all activities related to Order to cash process, from invoicing until disputes resolution.

Main responsibilities:

• Guarantee the conduction of a robust Governance Model and elaborate structured mitigation plans by managing closely the core team members and stakeholders;

• In charge of 3 main areas in the process Invoicing, Submission, Continues improvement.

• Closely relation with collections area as main provider of information and resolution for invoice documents.

• Oversee the day-to-day progress of projects

• Design and implement SLA´s among areas.

• Design and implement performance dashboards relevant to ensure achievement of KPI´s (process and business)

• Use innovative problem solving and critical thinking approaches to proactively solve a broad range of problems across initiatives and escalation point when consensus decisions cannot be reached

• Elaborate meetings agendas, minutes and events (including RCPS, KPI, MSP & Projects Alignment);

• Support the other OTC stakeholders on technical discussions on projects related to disputes & submission process.

• Promote deeper alignment with key areas to improve the OTI process;

• Define and elaborate operational standards

• Detect proactively operational disruption sand propose action plans to avoid business impact

• Propose process improvement initiatives according to the priorities of the business.

• Train all dep. Employee in Operational Standards

Duties & Responsabilities:

• Required customers documentation is attached/related to each invoice.

• Customers’ requirements are documented and updated

• Disputes process continuous improvement.

• Invoice submission to customers

• SLAs design and implementation

Competences

• Customer service experience, logistics experience, Order to Cash process knowledge.

• Strong background in Lean and Six-Sigma is mandatory, (Black-Belt certification is desirable)

• PMI or FPX certification is desirable

• Strong business knowledge, technical skills and sound judgment to effectively assess risk, develop contingencies and determine when to escalate issues

• Process oriented with an unrelenting drive for continuous improvement

• Demonstrates a clear bias for action and sense of urgency and will hold themselves accountable for flawless execution

• Customer-centric mindset

• Strong collaboration skills and able to influence without authority

• People leadership

Qualifications

Education and Experience

• College / University degree or Equivalent. (Engineering degree is preferable)

• English (Medium – Advanced)

• 5 years of related experience

REQUIRED KNOWLEDGE, SKILLS, ABILITIES, CERTIFICATIONS/LICENSES and AFFILIATIONS

• Six Sigma Certification / Excel certification / Lean Certification / APICS Certification

• Disputes Process /Submit Process / Design thinking / Faster & Forward /JJOS

Primary Location Latin America-Mexico-Distrito Federal-Mexico City

Organization Johnson & Johnson Medical Mexico, SA de CV (8304)

Job Function Non-Technical Customer Service

Req ID: 2406194995W