Customer Service Expert, Deductions Lead
Our client, a leading organization in the beauty, skincare, healthcare, and consumer products space, is seeking a Customer Service Expert, Deductions Lead to own customer deduction management, dispute resolution, and order-to-cash processes. This role will serve as a key partner to Sales, Finance, Supply Chain, and Customer Service teams while driving revenue recovery and improving deduction performance.
What You'll Do
- Investigate and resolve customer deductions, charge-backs, shortages, pricing disputes, and claims
- Manage a high-volume deduction portfolio and drive timely resolution
- Partner with Sales, Finance, Supply Chain, and Customer Service teams
- Identify root causes of recurring disputes and implement corrective actions
- Improve recovery rates and reduce invalid deductions
- Create reporting, dashboards, and KPIs for leadership
- Support order-to-cash (O2C), accounts receivable, and customer account activities
- Act as a subject matter expert for deduction management processes
What You'll Bring
- 5+ years of experience in deductions, customer service, accounts receivable, order management, or order-to-cash functions
- Experience handling charge-backs, claims, shortages, and pricing disputes
- Strong SAP experience preferred
- Advanced Excel skills including Pivot Tables, VLOOKUP/XLOOKUP, reporting, and data analysis
- Knowledge of Accounts Receivable, Credit & Collections, Customer Master Data, and O2C processes
- Experience working with retailers, distributors, wholesalers, or healthcare accounts
- Strong analytical, communication, and problem-solving skills
- Ability to influence cross-functional stakeholders and challenge invalid claims professionally
Why This Role
- High visibility across multiple business functions
- Opportunity to drive measurable revenue recovery
- Work with major customer accounts and key stakeholders
- Become a go-to expert for deduction management and dispute resolution
- Exposure to a leading organization within a highly regulated industry
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