Customer Service Associate
1 day ago
Johnson & Johnson Medical Devices is recruiting for a Customer Service Associate to be located in Egypt.
Caring for the world, one person at a time has inspired and united the people of Johnson & Johnson for over 125 years. We embrace research and science - bringing innovative ideas, products and services to advance the health and well-being of people. Employees of the Johnson & Johnson Family of Companies work with partners in health care to touch the lives of over a billion people every day, throughout the world.
Thriving on a diverse company culture, celebrating the uniqueness of our employees and committed to inclusion. Proud to be an equal opportunity employer. And our culture is interconnected by the shared values of **Our Credo **. It’s a culture that celebrates **diversity** and diverse perspectives. It helps employees achieve an effective mix between work and home life and supports their efforts to have a positive impact on their communities.
**Summary of the job**:
- Responsible for managing J&J customers and be the first point of contact for customers in Egypt. 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.
- 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.
**Qualifications**:
- Education: Relevant Bachelor’s 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
- Location: Egypt
**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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