Customer Support

• Developing and implementing team and account specific innovative strategies crafted to improve the efficiency of revenue & dispute management processes, using technology to drive automation.
• Leading/collaborating with various partners on the design, development, and execution of strategic projects to address new and/or changing customer needs and/or technology solutions in financial reconciliation and reverse distribution.
• Owning the development and implementation of revisions to the Returns Policies for the J&J Innovative Medicine operating companies to meet commercial and legal requirements for J&J and its trade customers.
• Streamlining of returns processes to reduce cost, while meeting all legal and regulatory (FDA, DEA, and EPA) requirements.
• Overall management and business ownership of the 3PL Returns Processing Services Suppliers for the Innovation Medicine business to ensure the secure product handling and destruction of J&J returned products through the reverse distribution supply chain and the maintenance of Master Services Agreements, Work Orders and Purchase Orders with the 3PL suppliers.
• Overall management of the Returns Crediting processes for the Innovative Medicines a business to ensure the timely and accurate crediting of J&J’s customers for all returned products that are Returns Policy compliant.
• Annual budgeting process for the J&J Innovative Medicines a Reverse Distribution
• Reporting of YTD Returns metrics (e.g. % Returns-to-Sales) to key business partners and management on a regular (e.g. monthly) basis.
• Delivering results on key KPIs & Metrics for Revenue Reconciliation: Outstanding Deduction Dollars, Aged Deductions.
• Ensure all Master Service Agreements and Work Orders are active and current.
• Partner with procurement and Legal to review and approve all agreements with vendor agreements across Channel Operations and Customer Service.
• Establish and conduct quarterly business reviews with 3PL Return Processing Providers with J&J Quality to review the 3PL’s performance to meet Key Performance Indicators (KPIs) as stated in the Work Orders and Quality Assurance Indicators as stated in the Quality Agreement.
• Enforce the current J&J Innovative Medicines a Returns Policy by only crediting customers for returned products that are compliant with the terms of the respective Returns Policy.
• Develop and maintain QSPs, SOPs, WIs to support the returns processes in the J&J Innovative Medicines a business.
• Maintain RD training curriculum and ensure that all department team members are fully trained to perform their job requirements.
• Leading digital innovation projects to automate manual processes, and drive insights to identify root causes of disputes/returns and improve customer experience.

Manager, Customer Support Services

Manager, Customer Support Services

Digital Strategy Lead – Customer Experience, Digital & Media Strategy

Servicing Support Specialist

AVP – Digital Content, Customer Experience Capabilities