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الرئيسية » Customer Service Associate at Johnson & Johnson

Customer Service Associate at Johnson & Johnson

Summary Of The Job

  • Responsible for managing J&J customers and be the first point of contact for customers. Customer Relationship Management is key along with responding to their queries and solving their issues.

Duties & Responsibilities

  • Processes orders by inputting to system, providing confirmation to customers regarding order receipt and availability.
  • Investigates and resolves customer complaints regarding billing, shipping delays and products.
  • Responds to customer inquiries regarding orders, changes, cancellations, delivery dates, application of products, and pricing.
  • Generates non-routine correspondence to secure additional customer information or resolve customer disputes. Serves as liaison with sales, marketing, logistics, supply chain and regulatory personnel to handle customer inquiries and complaints.
  • Solicits and tracks customer feedback.
  • Conducts customer surveys.
  • Analyzes and reports on results.
  • Places orders for replacement parts and/or for correcting errors such as shipment of wrong item or shortages.
  • Representing entire Supply Chain in front of the customer.

Main performance measures (Performance Goals)

  • Performing regular calls and meetings with Customers. Sending related files, minutes of meeting and following up on related action points.
  • Promoting usage of J&J Customer Connect portal to Customers (internal & external)
  • Process orders accurately and timely. Update accurately and timely related tools & reports/ files.
  • Replying to all inquiries in a timely manner.
  • Contribute to achieving Voice of Customer targets.
  • Contribute to achieving OTIF targets.
  • Clear customer Claims & Debit Notes on a timely basis.
  • Help reduce aging orders and backorders.
  • Perform and contribute to reconciliations with Suppliers.
  • Lead Individual projects assigned.
  • Education: Relevant Bachelors degree, or equivalent combination of education and experience
  • Years of Experience: Min 2-3 years of previous customer-facing supply chain role in a large organization
  • Previous experience in Supply Chain (required) and the Healthcare industry or Consumer Industry (preferred)
  • Language: English & Arabic a must

Leadership Behaviors Required

  • LIVE OUR CREDO: Demonstrate and inspire the behaviors that reinforce Our Credo.
  • CONNECT: Develop deep insights into the needs of our patients, customers, markets and communities.
  • SHAPE: Drive innovation; anticipate and shape industry and market changes to advance health care globally.
  • LEAD: Create an environment where leadership and talent development is top priority.
  • DELIVER: Deliver results by inspiring and mobilizing people and teams.

Technical/Functional Skills Required

  • Previous experience in Supply Chain (required) and the Healthcare industry or Consumer Industry (preferred)
  • Accuracy and attention to detail required
  • Good MS Office skills requied, including strong Excel skills
  • End to end mindset

Leadership Profile Required

  • Strong communication & interpersonal skills
  • Strong analytical and problem-solving skills

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