Analyst Ii, Customer Care

Hiring Manager Rekha Sharma Recruiter Radhika Kapoor The core objective of this role is to support the India claims processing team and maintain the goals and objectives of the function Key Responsibilities In-depth knowledge of Claims processing Order Management Customer Care supply chain finance including capital equipment services for both channel partners as well as direct customers Coordinate closely with customers sales teams and channel partners to ensure seamless communication and issue resolution across order-to-cash and service workflows Support end-to-end claims processing including validation and coordination with internal teams to issue timely credit and debit notes Coordinate with finance for resolution of pricing delivery and billing discrepancies to ensure accurate financial adjustments Assist in tracking and optimizing working capital by monitoring customer credit limits payment cycles and open claims Contribute to supply chain finance initiatives including cash flow improvements and invoice settlement optimization Drive process improvement and identify opportunities for automation and enhanced customer experience Collaborate with Supply Chain Commercial Finance and Warehouse and ensure optimum utilization of logistics along with customer satisfaction Data reporting and analysis for multiple stakeholders Adherence to agreed SLAs and KPI s along with monthly weekly as per the schedule Escalation management and prepare root cause analysis in case of incidents Identify and implement corrective and preventive measures Agile mindset with ability to adapt as per the evolving business requirements and customer needs Ensure updating DTP s and SOP s on a regular basis with compliance to global standards and procedures Quality System Requirements In all actions demonstrate a primary commitment to patient safety and product quality by maintaining compliance to the Quality Policy and all other documented quality processes and procedures Skillset Required Minimum education level University bachelor s degree Minimum 5-6 years of experience in Claims handling and working with order-to-cash processes ideally in the Medical Devices Medical Technology sector or similarly regulated industry e g Pharmaceuticals etc Experience with and proficiency using SAP Salesforce DRMS and the Microsoft Office suite of products Excel PowerPoint Outlook Excellent interpersonal and communication skills with a customer-centric mindset Ability to manage a complex workload in a matrixed environment Business fluency in English - written and verbal is non-negotiable Working knowledge of supply chain finance concepts such as invoice financing dynamic discounting and working capital optimization Understanding of the financial implications of order fulfillment logistics costs and vendor payment terms in end-to-end supply chain operations Experience in coordinating with finance teams to support cost control budgeting and reporting related to customer service and logistics activities Strong understanding of claims processing workflows including validation of customer claims and execution of credit debit notes Hands-on experience managing discrepancies in pricing delivery or product issues leading to financial adjustments Proficient in preparing reviewing and processing credit and debit memos in ERP systems such as SAP Experience with value-based rebate VBR agreements including set-up performance monitoring and financial settlement based on commercial or clinical outcomes Familiarity with SAP rebate functionality including condition records rebate accruals and automated settlement processing for VBR programs Ability to analyze VBR program effectiveness in collaboration with finance and commercial teams ensuring alignment with business objectives and customer agreements Knowledge of compliance and documentation requirements for audit-ready claims handling and financial reconciliations Requisition ID 614656