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BD (Becton, Dickinson and Company) Analyst, Customer Contract Operations in Franklin Lakes, New Jersey

Job Description Summary

Reporting to Manager, Customer Contract Operations, this position provides strong analytical and technical support to the customer operations team, who manage distributor accounts, end customer maintenance, and end customer related chargeback errors and sales tracings for all US business segments.

The analyst is accountable to collaborate with our distributor partners to identify, develop and drive business process continuous improvement activities, conduct root cause analysis, determine error prevention solutions, and reduce chargeback and sales tracing errors.

This position includes the development and implementation of analytical tools used to evaluate and align sales trace customer data, customer cross references, and sales tracing errors through automated techniques in collaboration with IT, Commercial Analytics, Customer Master Data Management (CMDM), and Contract Operations leaders. This position will provide expertise to drive internal operating efficiencies through system and process enhancements that maximize operating results, revenue and profitability. Candidates must have strong communication, technical, and organizational skills and be accountable for achieving key metrics

Job Description

  • Utilize technical skills to perform business analytics, data collection, and build automation that optimize efficiency and accuracy with distributor end customer error resolution for chargebacks and tracings

  • Perform business analytics and provide actionable reporting to assist in efficient and accurate distributor end customer maintenance, matching, cross referencing, and chargeback error resolution

  • Significant collaboration with our distributor partners to drive change around end customer maintenance and our chargeback processes in order to facilitate effective end-to-end policies and procedures that will deliver sustainable results

  • Accountable for all aspects of distributor end customer maintenance including name and address matching, non-transactional account maintenance, partner cross reference, and chargeback error resolution (e.g. error codes P003, E18)

  • Accurately analyze and maintain sales trace customer data, customer cross references, and tracking of customer related sales tracing errors

  • Define and enforce policies, procedures, and processes to harmonize all aspects of distributor operations, with appropriate flexibility to meet customer / market needs and dynamics

  • Support and propose continuous process/system improvement initiatives across the chargeback operations teams such as root cause analysis, error prevention solutions, and distributor settlements while playing an active role on workstream teams and projects

  • Resolve distributor end customer related chargeback errors in accordance with OLA’s and SLA’s utilizing advanced technical skills to assist in analyzing outstanding chargeback disputes

  • Be accountable for key metrics; KPI’s (key performance indicators), SLA’s (service level agreements), and IIG’s in order to meet the strategic goals of the organization

  • Exercise appropriate controls to minimize disputed chargeback financial exposure and rebate reserves across all businesses

  • Complete training and remain current in tools and skills related to chargeback processing, internal control procedures, and SOX compliance

  • Maintain distributor end customer maintenance related training material and updated desktop procedures in order ensure standard team practices that adhere to best practice efficiency and accuracy

  • Document any identified gaps in distributor end customer maintenance and chargeback error resolution procedures and work with the team leaders and managers to implement solutions

Qualifications

  • BA/BS degree required

  • 3+ years’ experience in commercial contract, master data analytics, and/or chargeback operations, including continuous improvement and use of technology for efficiency and accuracy.

  • Strong technical skills in applications such as MS Access, Excel, Qlik, Business Intelligence, Python and Vistex SAP ERP systems along with analytics and reporting solutions experience

  • Ability to analyze, interpret and combining the data result sets across multiple sources in order to understand, organize and deliver on critical business requirements to drive solutions that advance our Customer Contract Operations capabilities and achieve operational goals

  • Demonstrated experience in handling large data sets and relational databases.

  • Strong communication and customer centric skills in order to adapt to customer needs while maintaining BD’s values

  • Strong data and technology management skills to include data acquisition, mining, analysis, data integrity management, metrics management, and action oriented reporting

  • Analytical problem solver with business acumen. Able to evaluate key business drivers and develop clear solution recommendations.

  • Ability to collaborate with IT, Commercial Analytics, and CMDM to drive analytic and reporting solutions for customer data process efficiency, timeliness and accuracy

  • Ability to work well in a matrixed team environment, self-motivated and able to work independently while achieving expectations

The BD Way – Our Cultural Foundation

Values: Our standards of behavior

  • We do what is right

  • We thrive on innovation and demand quality

  • We are all accountable

  • We learn and improve every day

  • We help each other be great Leadership commitments: How we lead ourselves and our work

  • Be bold and strategic

  • Remove obstacles and empower others

  • Deliver results that matter

  • Debate and decide, then commit and go

  • Win as one BD

  • Have the courage to iterate, try new things and embrace change Mindset: The attitude we bring to our work

  • The best way to help customers and patients is to truly know them

  • Challenges are opportunities to grow and improve

  • Inclusion and diversity make us a stronger team

  • Keeping it simple enables innovation and agility

  • Speaking up builds trust and gets to better outcomes faster

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

#LI-PRO

Primary Work Location

USA NJ - Franklin Lakes

Additional Locations

Work Shift

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

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