Manager, Reverse Distribution and Revenue Reconciliation

JOM Pharmaceutical Services, Inc., a subsidiary of Janssen Pharmaceutical Companies of Johnson & Johnson, is recruiting for a Manager, Reverse Distribution and Revenue Reconciliation, remote work options may be considered on a case-by-case basis and if approved by the Company.

At the Janssen Pharmaceutical Companies of Johnson & Johnson, we are working to create a world without disease. Transforming lives by finding new and better ways to prevent, intercept, treat and cure disease inspires us. We bring together the best minds and pursue the most promising science. We are Janssen. We collaborate with the world for the health of everyone in it. Learn more at www.janssen.com and follow us @JanssenGlobal. JOM Pharmaceutical Services, Inc. is part of the Janssen Pharmaceutical Companies.

Johnson & Johnson Deliver Group is part of Johnson & Johnson’s global Supply Chain organization supporting operations across all of the Johnson & Johnson Family of Companies. Deliver strives to deliver an exceptional customer experience through leading critical customer-facing-functions such as customer service, distribution and transportation. In addition, Deliver oversees critical business enablers, including how we gather and manage supply chain master data, safe and secure supply chain practices, product identification standards, and market/channel access capabilities. It supports all three sectors of Johnson & Johnson: Medical Devices (including Vision), Pharmaceutical, and Consumer Products. Located in every region of the world where Johnson & Johnson operates, Deliver is a critical component of our supply chain, working collaboratively to ensure that quality, safety and the experience of our customers is our top priority.

Are you interested in joining a diverse team delivering outstanding results to our customers? Apply now for this exciting opportunity!

The Reverse Distribution and Revenue Reconciliation Manager is responsible for leading a team of customer facing coordinators and specialist in execution the companies claims and disputes and reverse distribution programs. They work in a team environment and will optimize the end-to-end customer experience, support customer relationships, and build/implement mutually beneficial business policies, procedures, and services. They will serve as the supply chain point of contact and advocate for focused customers and support the flow of data and information among team members.

Key Responsibilities:

• Run Day-to-day Operation activities for the Customer Support Services Team in remote, in-person, and hybrid work environment
• Ensure execution on Customer Experience Strategy and programs to deliver an outstanding experience for customers.
• Provide mentorship, direction, development planning, and performance feedback on a regular basis to all team members.
• Conduct recruiting, hiring and termination process in accordance with Human Resources policy.
• Ensure the execution of Training, mentor, compliance, and documentation programs under the requirements under quality management system and high-regulated environment.
• Manage and demonstrate analytical resources to initiate/implement process improvements/projects/programs to drive regional operational efficiencies, standardization across the CSS region, and customer service efficiency that result in quantifiable, measurable improvements.
• Support customer experience program; lead analysts to translate customer feedback to customer improvement actions. Directly interact with customers to drive strategic and tactical plans.
• Partner with business leaders and collaborators to identify vital skills and proficiencies of the CSS workforce. Develop associated action plans to upskill agents.
• Lead industry benchmarking initiatives to identify relevant technology and findings that will complement training strategy and skill development.
• Regularly communicate in all directions to keep agents, peers, direct and senior management advised of total business and department results and changes, project status, process changes, and opportunities.
• Update scorecards/dashboards/metrics on a monthly/quarterly basis and communicate findings with CSS Leadership Team. Develop action plans as appropriate to improvement and recovery.

Ensure adherence to all policies and procedures in accordance with Sarbanes Oxley (SOx), Segregation of Duty (SOD) controls and Corporate Aud