Customer Service Associate

**Job Function**:
Customer Management
**Job Sub Function**:
Customer Service Operations
**Job Category**:
Professional
**All Job Posting Locations**:
Cairo, Egypt

**Johnson & Johnson Innovative Medicine is recruiting for a Customer Service Associate to be based in Cairo.**

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.

With $70.1 billion in 2015 sales, Johnson & Johnson is the world's most comprehensive and broadly based manufacturer of health care products, as well as a provider of related services, for the consumer, pharmaceutical, and medical devices and diagnostics markets. There are more than 265 Johnson & Johnson operating companies employing approximately 126,500 people and with products touching 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.

**Responsibilities**
- Act as a link between all stakeholders for resolving claims, managing the E2E process
- Receive claims from customers and enter them into S-Case management tool in a timely manner, making all necessary integrity and quality checks.
- Monthly Customer SOA reconciliation.
- Maintain and build strong working relationship with distributors, respond fast and reliably to their questions and claims.
- Manage Claims Automation projects.
- Fulfill all Audit requirement.
- Fulfill Company SOX controls.
- Working with external and Internal Stakeholders to find a solution for Disputed cases.
- Working closely with Supply Chain department for order to Invoice process.
- Order creation in SAP once received from counterpart in supply chain.
- Make any required changes in orders when needed.
- Working with Invoice to Cash department for orders credit release process.
- Working with supply chain master data team in setting up any new material code in SAP, for new price setting.
- Responsible for listing and or delisting any product in SAP.
- Run SAP reports that can support in order invoicing process.
- Responsible on SAP invoicing process and sharing the invoices with the shipping team for shipment execution process.
- Raising tender contracts for orders creation.
- Sharing invoices with distributors.
- Raising a new price setup request for Supply chain master data team.

**Main performance measures (Performance Goals)**
- Claims Resolutions.
- Number of credit notes issued.
- Number of claims logged.
- Claim resolution cycle time.
- Customer Satisfaction.
- Percentage of overdue claims value versus total received claims per distributor on a monthly basis.
- Percentage of non-solved disputed cases versus total disputed case on a monthly basis.
- Order creation within 2 working days from receiving form Supply chain team.
- Run invoicing reports to issue the ready invoice twice/three times per day.
- Raising products new price request to Supply chain within 24 hours.

**Experience Required**
- Education: University degree.
- Experience:

- 2 years’ experience, preferably in Customer Service;
- Experience from a multi-national or regional company in Pharma / Medical industry
- Language: English, Arabic
- Location: Cairo
- Relocation availability: No

**Leadership Behaviors Required**
- **LIVE OUR CREDO**: Puts the needs of Our Credo stakeholders first, pursues the highest standards of quality, safety, compliance & ethics and Ensures everyday actions contribute to Our Purpose
- ** CONNECT**: Builds internal and external relationships based on respect, Collaborates openly across boundaries and acts as a team player.
- ** SHAPE**:Inspires and contributes ideas that challenge thinking, demonstrates resilience and agility to drive and adapt to change.
- ** Grow**: Develops self and others to reach their goals, engages in open & honest conversations and Drives performance by managing energy and taking ownership for outcomes.

**Technical/Functional Skills Required**
- Experience working with quantitative & qualitative numbers and creating reports
- Experience in SAP
- Expert in Excel
- Excellent Oral communication skills
- Written Communication Skills - Clear and concise
- Attention to details and thoroughness
- Managing complexity
- Using Own Initiative
- Organizational Skills
- Stress Management
- Empathy
- Hard worker, smart.
- Proven Problem sol