Customer Service Order to Cash Lead, Cdmx

hace 6 meses

Federal, México Johnson & Johnson A tiempo completo

At Johnson & Johnson, the largest healthcare company in the world, we come together for one purpose: to transform the history of health in humanity.

Diversity & 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.

At Johnson & Johnson Medical Devices Companies, we are using our breadth, scale, and experience to reimagine the way healthcare is delivered and to help people live longer, healthier lives.

In a radically changing environment, we are making connections across science and technology to combine our own expertise in surgery, orthopedics, and interventional solutions with the big ideas of others to design and deliver doctor and patient-centric products and solutions.

We are in this for life.

We are changing the trajectory of human health, YOU CAN TOO.

**We are searching for the best talent for **Customer Service ORDER TO CASH LEAD** **to be in CDMX.**

**Purpose**:This position has the objective to execute all activities related to invoicing, document submission through a collection’s agency and customer reconciliation process.

**You will be responsible for**:

- Guarantee the conduction of a robust Governance Model and elaborate structured mitigation plans by managing closely the core team members and stakeholders.
- Oversee the day-to-day progress of projects.
- Elaborates RACI matrix to clarify roles & responsibilities.
- 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.

**Qualifications**:

- Customer service experience, logistics experience, Order to Cash process knowledge.
- Strong background in Lean and Six-Sigma, (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.
- College / University degree or Equivalent. (Engineering degree is preferable)
- English (Medium - Advanced)
- 5 years of experience related.

**Areas of responsibility**
- 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

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