Gerente de Servicio a Cliente Quote to Cash Latam

hace 6 meses

Colonia Lomas de Chapultepec, México BD A tiempo completo

embecta, formerly part of BD, is one of the largest pure-play diabetes care companies in the world, leveraging its nearly 100-year legacy in insulin delivery to empower people with diabetes to live their best life through innovative solutions, partnerships and the passion of more than 2,000 employees around the globe. For more information, visit


Job Description Summary

How about belonging to a leading global medical technology company that acts to advance the world of health?

BD is one of the largest medical technology companies in the world. We have a unique position in the market with solutions to improve disease management and care management, customer support, health professionals and patients in improving clinical practice. Globally, we are more than 65,000 employees passionate about what we do and we are committed to advance the world of health with solutions from diagnosis to treatment.

Join us

Diabetes Care

For nearly 100 years, we’ve been accelerating the journey to better diabetes care. With the creation of the first insulin delivery device, we delivered an innovation that moved the management and treatment of diabetes forward. We are looking for our next:
**Job Description**:
Quote to Cash Manager - LATAM

This position is responsible for the entire management of all the Quote to Cash - Q2C and customer service processes for Latin America Region. This person will be responsible to define and execute on the operating model and the communication model with the shared services partner, customers and the commercial organization.

The scope of the role encompasses, but is not limited to:

- ERP implementation to standup the Q2C operation in LATAM.
- Project Management and Execution, supporting the spin.
- Process excellence and Q2C operation effectiveness.
- Process governance & service quality management of our share service partner.

**Responsibilities**:

- Lead the Quote to Cash and customer service operations for Latin America leveraging on embecta share service partner.
- Act as the voice of customers with embecta share services partner and ensure that all country requirements are captured in the design phase of ERP go live.
- Lead customer master data migration into SAP for Latin America.
- Design customer EDI and Chargeback process in collaboration with IT and consultants with a main focus on Mexico and Brazil.
- Lead the Q2C Standard operating procedures creation with the share service partner.
- Managing and executing on all Q2C activities, approvals and exceptions which encompasses but not limited to: Charge back & Claim validation, Charge back & Claim settlement and accrual, rebates revision.
- Contract and quotation process management Lead and participate in projects to devise and coordinate strategies on Q2C architecture, standardize policies, procedures and processes.
- Setup, implement and ensure Service Level Agreements (SLA) are up to date. Conduct Compliance audits with embecta share service partner as required.
- Develop a standardized way of distribution agreements and term sheets.

Experience and Qualifications
- Business/Marketing or related degree, MBA preferred
- 10 years’ experience in customer service B2B and B2C
- Experience with Retail customers management
- Mastery in ERP management and development (10 years’ experience)
- 5 years’ experience in distribution excellence
- Mastery in analytics skills.
- Problem solving skills.
- Manage a high volume of projects simultaneously and maintain high quality deliverables in sometime ambiguous business environments
- Ability to work cross functional and across regions, ability to work across boundaries and partner with various stakeholders to build consensus and achieve business results
- Ability to organize and manage priorities
- Strong negotiation and excellent verbal and written communication skills in English and Spanish

Primary Work Location

MEX Mexico City - Lomas de Chapultepec

Additional Locations

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