Customer Data & Operations Analyst

Job Summary

The Customer Data & Operations Analyst processes and validates chargebacks, which are the credits we owe wholesalers and distributors when they sell our products at a contract price. You will join an integrated Customer Operations team spanning Master Data, Membership, Chargebacks, and Product Returns.

This role suits someone who is fast and accurate with hands-on transactional work and wants to improve how that work gets done. A significant part of the job is processing claims and keeping accounts current. The rest is analysis and improvement: digging into large sets of data from our data warehouse, building reports the team uses, and automating manual steps. The strongest candidates already use tools such as SQL, Python, or Power BI and want to apply them to real business problems.

What the Customer Operations Team Does

Customer Operations covers Customer Master Data, Membership, Chargebacks, and Product Returns, and the four groups work as one team. Our job is to make sure customers are set up, charged, and credited correctly under their contracts. The team:

• Protects Revenue: Checks and settles transactions against commercial and government contracts so that credits and payments are correct.

• Keeps Data Accurate: Maintains the customer and pricing records that orders and claims depend on.

• Reduces Manual Work: Improves processes and makes better use of our systems so the same work takes fewer steps.

• Supports Customers: Explains commercial policies, resolves disputes, and manages product transactions.

What You'll Do

• Process and Validate Claims: Review daily chargeback claims against contract and pricing terms in our contract system (Model N) so that credits are issued accurately and on time, typically within 3–5 days. Research and fix errors and bring in leadership when something looks like a bigger problem.

• Reconcile Open Claims: Work through open claims, including electronic (EDI) submissions, resubmissions, and manual claims, and keep accounts current.

• Work with Trading Partners: Communicate day to day with wholesalers, distributors, and chargeback vendors to resolve errors and answer questions.

• Find the Root Cause: Notice when the same error keeps showing up, trace it back to its source (often customer or contract data), and work with the Membership Analyst, IT, or Finance to fix it there.

• Improve the Process: Identify system-driven improvements and AI applications that automate manual steps and make the work faster and more accurate, and help put them in place.

• Analyze Data at Scale: Pull and analyze large volumes of transaction data from our data warehouse using Excel and tools such as SQL, Python, or R.

• Build Reporting: Build and maintain reports in Power BI that track claim volume, error trends, and dollar impact, and share what you find with Account Managers and Finance.

• Support the Wider Team: Help Accounts Receivable clear customer credits, prepare materials for business reviews with wholesalers and distributors, take part in system testing with IT, and gather documentation for audits, with guidance from the Senior Analyst or Manager.

What You Bring

• Experience: 1–3 years of work experience in operations, finance, analytics, or a similar field.

• Data Skills: Advanced MS Excel skills required, including pivot tables, lookups, and working with large files. Hands-on experience with Power BI, Tableau, R, Python, or SQL is strongly preferred. Be ready to walk us through something you have built or analyzed.

• Systems: Experience with SAP, Model N (or a similar contract and pricing system), or EDI transactions is preferred but not required.

• Attention to Detail: Comfortable working with large, rule-based sets of data, accurate at high volume, and quick to spot when a number does not look right.

• Education: BA/BS preferred, in business, finance, data analytics, computer science, or a related field.

Who You Are

• Willing to Roll Up Your Sleeves: Comfortable with detailed, high-volume work and takes pride in getting it right.

• Curious: Wants to know why an error happened and will trace it back to where it started.

• A Self-Starter: Picks up new systems quickly, takes ownership of a problem and sees it through, and wants a role that becomes more analytical over time.

• A Clear Communicator: Solid written and verbal communication skills, with the ability to explain what the data shows to teammates and stakeholders who are not data people.

• Adaptable and Collaborative: Works well within a close team and stays organized when the workload peaks during our busy season and priorities shift quickly.

About CSL Seqirus

CSL Seqirus is part of CSL. As one of the largest influenza vaccine providers in the world, CSL Seqirus is a major contributor to the prevention of influenza globally and a transcontinental partner in pandemic preparedness. With state-of-the-art production facilities in the U.S., the U.K. and Australia, CSL Seqirus utilizes egg, cell and adjuvant technologies to offer a broad portfolio of differentiated influenza vaccines in more than 20 countries around the world.

To learn more about CSL, CSL Behring, CSL Seqirus and CSL Vifor visit https://www.csl.com/ and CSL Plasma at https://www.cslplasma.com/.

 

Our Benefits

For more information on CSL benefits visit How CSL Supports Your Well-being | CSL.

 

You Belong at CSL

At CSL, Inclusion and Belonging is at the core of our mission and who we are. It fuels our innovation day in and day out. By celebrating our differences and creating a culture of curiosity and empathy, we are able to better understand and connect with our patients and donors, foster strong relationships with our stakeholders, and sustain a diverse workforce that will move our company and industry into the future.

 To learn more about inclusion and belonging visit https://www.csl.com/careers/inclusion-and-belonging

 

Equal Opportunity Employer

CSL is an Equal Opportunity Employer. If you are an individual with a disability and need a reasonable accommodation for any part of the application process, please visit https://www.csl.com/accessibility-statement.

Watch our ‘On the Front Line’ video to learn more about CSL Seqirus