Analyst 3 - Customer Complaints

Other skills preferred: Experience in Customer Service, Accounts Receivable, or Supply Chain related fields of Order Management, Reverse Distribution/Logistics, and/or Distribution. Partners with accounts, reverse distribution, logistics, sales, finance and other key stakeholders on complex issue, analysis and development of customer specific action plans.

Title: Revenue Reconciliation Analyst
Duration: 12 months (11/09/2026 to 11/08/2027)
Location: Somerville, NJ 08873

NOTES FROM MANAGER:

• Role is HYBRID (3 days in the office), MUST BE IN SOMERSET LOCATION EVERY WEDNESDAY
• Travel only happens if the work is needed for the client
• Bachelor's degree required
• Open to candidates with Supply Chain bkg
• Exp with Revenue
• Must have at least 2 years of relevant exp
• Prior exp with Data Analytics and Supplier Chain bkg
• Should have Customer Service exp
• Previous exp with Logistics, preferred
• Collections/Finance exp required
• Previous experience with Excel (mainly VLookups)
• Exp with Deductions and Claims
• SAP exp

Description:
Revenue reconciliation account management for customers, including investigation, analysis and timely resolution of customer deductions/claims. Provide superior customer service by building collaborative relationships with external customers and internal business partners. Gain in-depth knowledge of our customer business practices and internal policies/requirements. Partners with accounts, reverse distribution, logistics, sales, finance and other key stakeholders on complex issue, analysis and development of customer specific action plans. Leads initiatives to minimize deductions and implement process improvements that leads to achievement of organizational and individual account goals. Utilize process excellence tools & technology to identify account revenue trends.

Utilize Microsoft applications i.E.(Excel, Power Point, Word) as well as business applications such as: SAP, Business Warehouse, Comet. Prepare and effectively present information in various settings and across organizational levels. Duties will be carried out in compliance with all company, local, state and federal regulations and guidelines including FDA and DEA.

BASE BUSINESS

• Proactively manage deductions/disputes to meet metrics & goals through integration with logistics, sales and finance partners.
• Manage all debit and credit transactions;follow documented processes and procedures, ensure that all compliance standards and approvals are met.
• Maintain customer accounts according to set department policies & procedures
• Develop competency in all Microsoft applications i.E. (Excel, Power Point, Word) as well as business applications such as (SAP, Business Warehouse, and others).
• Manage and direct requests and inquiries from internal & external business partners.
• Learn and utilize new technology to drive root cause analysis and problem resolution relating to individual/team metrics.
• Key Performance Indicators for this role outstanding deduction dollars, Aged deductions, and Delivery Service Issue timely case closure.
• Maintain customer accounts according to best practices, audit controls, national policies and SOPs.
• Assist in internal/external audits and keeping CLIENT audit ready. May include the gathering of data for audit requests, or direct interaction with auditors.
• Complete other related revenue management activities as assigned.
• Prepare and effectively present information in various settings and across organizational levels.

REVENUE PROJECTS/Initiatives

• Identify and implement innovative solutions through analytics and various different types of project management methodologies.
• Drive process improvements that impact deduction management and dashboard measures.
• Participate and lead customer specific initiatives.
• Complete other processes and project activities as assigned.

TEAM & INDIVIDUAL Accountabilities

• Serves as subject matter expert within functional area with end-to-end responsibility for account portfolio.
• Participate and lead team meetings and decision making.
• Responsible for completing all assigned compliance training requirements.
• Complete other performance management activities as assigned.

Requirements:

• College degree required with a BA/BS in Finance, Accounting, Supply Chain, or Business preferred. 2+ years of career experience required.
• Experience working in a highly matrixed, global organization is critical for success.

Other skills required:

• Demonstrated strong interpersonal and communication skills
• Excellent organizational, time management, and follow-up skills
• Proficiency level with MS Office Suite including Excel vLookups and pivot tables
• Strong collaboration skills and ability to influence without authority
• Demonstrated analytical and problem-solving experience
• Ability to manage multiple priorities and work independently

Other skills preferred:

• Experience in Customer Service, Accounts Receivable, or Supply Chain related fields of Order Management, Reverse Distribution/Logistics, and/or Distribution
• LEAN/SIX SIGMA / APICS training, certification, or equivalent experience
• Working knowledge of SAP and/or Business Workplace (BW)
• Knowledge of SOX, GCC, and/or GMP requirements
• Finance knowledge and/or work experience preferred in any of the following areas: accounts receivable, deduction management, or collections