Returns Compliance Specialist

Returns Compliance Specialist

Location: Philadelphia - Hybrid work schedule 3 days in office

Job Responsibilities:

• To develop and maintain strong customer relationships to better understand the needs of the various channel segments and execute service strategies designed to create a competitive advantage.
• Responsible for evaluating and dispositioning GSK's customer returns, recalls, and associated disputes and deductions according to policy and compliance guidelines.
• Complete the task of leading the season flu returns project-Ensure customer flu returns are completed accurately in a timely manner to meet GSK contractual agreements.
• Develop and maintain an in-depth knowledge of GSK's product line, pricing structures, and the various channel strategies. Monitor and manage returns, recalls and customer claims and deductions related to returns.
• Develop and maintain an in-depth knowledge of the various customer segments and their business operations including associated GSK agreements (i.e. Distribution, Fee for Service, etc.) to enhance business relations
• Develop and maintain an in-depth knowledge of GSK systems and infrastructure supporting service operations to effectively address customer inquiries or issues (SAP, Returns vendor portal, ECS, RMS, etc.)
• Responsible for accurate and timely processing of all service center owned transactions including orders, adjustments, claims, deductions, and returns to ensure compliance and cycle time goals are met.
• Responsible for resolving customer shipment, billing, and credit disputes by authorizing or denying credit issuance, extended dating, or product replacement using sound business judgment and knowledge of policies/procedures.
• Influence and negotiate mutually acceptable agreements/outcomes with internal and external customers to meet common business goals and objectives while upholding compliance requirements.
• Responsible for proactively monitoring and identify customer trends, effectively analyze problems, recommend, and implement strategic solutions.
• Develop, redesign and/or manage processes to ensure efficiency, deliver optimal outputs, control operational impact, and minimize risk.
• Responsible for creating/maintaining process documentation to ensure relevance, compliance, and effective knowledge management (Standard Operating Procedures, Processing Mapping, etc.)
• Provide business perspective to support system, policy and process changes (including business requirements, testing, voice of customer and stakeholders) .

Basic Qualifications:

• BA/BS in a business-related field.
• PC experience and knowledge of business software required with a concentration in Microsoft applications (Windows, Word, Excel, PowerPoint, Outlook, etc.) with advanced experience in Excel)
• Understanding of web navigation and standard browser software (i.e. Internet Explorer and/or Firefox).
• SAP experience
• Experience managing order to cash processes such as order monitoring and processing, inventory management or dispute resolution.
• Independent decision-making based on policy and processes
• Display learning agility
• Proactive identification of process improvement opportunities and effective implementation of solutions.
• Compliance focused
• Strong organizational skills and ability to multi-task in a fast-paced environment
• Demonstrated critical thinking skills
• Strong Communication skills (written and verbal). Maintains high standard in all forms of communication, including email. Can prepare and present information for a diverse audience including customers, management, and outside vendors.
• Reporting and analytical skills
• Bilingual in Spanish preferred
• Pharma experience preferred

Our values and expectations are at the heart of everything we do and form an important part of our culture.

These include Patient focus, Transparency, Respect, Integrity along with Courage, Accountability, Development, and Teamwork. As GSK focuses on our values and expectations and a culture of innovation, performance, and trust, the successful candidate will demonstrate the following capabilities:

• Operating at pace and agile decision-making - using evidence and applying judgement to balance pace, rigor and risk.
• Committed to delivering high quality results, overcoming challenges, focusing on what matters, execution.
• Continuously looking for opportunities to learn, build skills and share learning.
• Sustaining energy and well-being Building strong relationships and collaboration, honest and open conversations.
• Budgeting and cost-consciousness

Please visit GSK US Benefits Summary to learn more about the comprehensive benefits program GSK offers US employees.

Why GSK?

Uniting science, technology and talent to get ahead of disease together.

GSK is a global biopharma company with a special purpose - to unite science, technology and talent to get ahead of disease together - so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns - as an organisation where people can thrive. We prevent and treat disease with vaccines, specialty and general medicines. We focus on the science of the immune system and the use of new platform and data technologies, investing in four core therapeutic areas (infectious diseases, HIV, respiratory/ immunology and oncology).

Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it's also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves - feeling welcome, valued, and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.

If you require an accommodation or other assistance to apply for a job at GSK, please contact the GSK Service Centre at 1-877-694-7547 (US Toll Free) or +1 801 567 5155 (outside US).

GSK is an Equal Opportunity Employer and, in the US, we adhere to Affirmative Action principles. This ensures that all qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class.

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