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: 614657