Customer Service Supervisor: Order to Cash Process Expert
hace 2 meses
Johnson & Johnson, the largest healthcare company in the world, is committed to pioneering and innovation, impacting over 1 billion patients and consumers every day. We welcome individuals from diverse backgrounds to join our team.
We are seeking a Customer Service Supervisor to be located in Mexico City, Mexico. This position plays a crucial role in executing the Order to Cash process, ensuring smooth invoicing, submission, and dispute resolution.
Main Responsibilities:
- Guarantee a robust Governance Model by managing core team members and stakeholders
- In charge of three main areas: Invoicing, Submission, and Continues Improvement
- Closely collaborate with collections area for information and resolution on invoice documents
- Oversee daily project progress, design SLAs among areas, and implement performance dashboards
- Use innovative problem-solving approaches to proactively address various issues and escalate when necessary
- Elaborate meeting agendas, minutes, and events, including RCPS, KPI, MSP, and Projects Alignment
- Support OTC stakeholders on technical discussions related to disputes and submission processes
- Promote alignment with key areas to improve the OTI process, define operational standards, and detect disruptions
- Propose process improvement initiatives based on business priorities and train employees on Operational Standards
Requirements:
- Strong customer service experience, logistics knowledge, and Order to Cash process expertise
- Background in Lean and Six-Sigma (Black-Belt certification desirable)
- PMI or FPX certification desirable
- Business knowledge, technical skills, and sound judgment to assess risk, develop contingencies, and escalate issues
- Process-oriented with a drive for continuous improvement, bias for action, and sense of urgency
- Customer-centric mindset, strong collaboration skills, and ability to influence without authority
- People leadership
Qualifications:
- College/University degree or equivalent (Engineering degree preferable)
- English language proficiency (medium-advanced)
- 5 years of related experience
Estimated Salary Range: $80,000 - $120,000 per annum, depending on location and qualifications. At Johnson & Johnson, we offer a comprehensive compensation package, benefits, and opportunities for growth and development.
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