At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https://www.jnj.com
Job Function:
Customer Management
Job Sub Function:
Customer Service Operations
Job Category:
Professional
All Job Posting Locations:
Madrid, Spain
Job Description:
At Johnson & Johnson,
we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https://www.jnj.com/medtech
The responsibility of a Customer Service Customer Excellence Representative is to provide an excellent service to our external and internal customers. Being accountable for the overall E2E service provided to our customers. The employee shall ensure that all aspects of the CS function are delivered, developed, and monitored to meet the growth, scale and changing needs of all product services to our customers while respecting SOP’s, HCC and J&J; Credo. Also be a catalyst to ensure JNJ and client deliver tasks/projects, adding value in the processes, beyond CS scope.
- Being identified as a key role within the Customer Service Organization to support and coordinate activities to deliver the best service to our Customers
- Lead best practices both in the Customer Excellence (CE) team, Customer Service and E2E ones, ensuring the highest efficiency and most standard ways of working as possible
- Solve customer issues fast and accurately, being SPOC for clients’ escalation, not regular operations
- Support Sales and Marketing teams in strategic projects
- Lead workstreams related to Customer Excellence (CE) Functions, Comitees like Product Losses, pending invoicing,… Customer Experience (CX) programs, relationship with agents and distributors (TPI’s) …, and any other initiative that could affect overall efficiency /customer satisfaction beyond specific Customer Activities
- Challenge internally and externally to ensure maximum operational efficiency and thus obtaining CIP’s (Cost Improvement Plans)
- Liaise with Field Logistic Support teams, obtaining Purchase Orders, coordinating any activity to support the Invoicing recovery of products pending to be officially ordered by our clients (Walking Implants)
- Regular Visits to A Customers to identify business needs, and promoting new initiatives that could improve Customer Satisfaction, through the Best in Class E2E processes
- Being the key elements in the Action Plans coming from Customer Survey Program and Hospitals Benchmark Survey
- Quarterly newsletter issue with the recap of activities & projects accomplished.
- Be prepared to back-up / join and work in all flows within the department
- Complaints and recalls follow up for Customer under scope
- Work with all Customer Service Team,
E2E and any other stakeholder in order to improve all processes
- Maintain good product knowledge of One MD products
- Respect and work according to and within the J&J; Business Conduct policy, SOX and the J&J; Credo
- Diligently fulfill compliance program-related activities and actively participate in relevant meetings
- Know and follow all laws and policies
Essential Requirements
- University degree
- Languages: Mandatory: Excellent knowledge in local language as well as English.
- Three to five years’ experience in operations in the Health Sector
- Good skills in Business Systems (i.e SAP/ JDE 8.12 or similar)
- Good general computer skills and knowledge of Power BI, Microsoft Office, …
- Financial awareness / good numeracy skills
- Integrity and Credo-based Actions - The ability to build trust.
The willingness to put the Credo top of mind for all decisions
- Good communication and analytical skills
- Customer focus for both internal and external customers. Ability to develop close relationships with customers and colleagues at all levels
- Collaboration and Teaming - The ability to work well across functions and groups
- Well organized with attention to details
- High integrity, being trustworthy and ethical
- Positive attitude. Have a sense of urgency
Desirable Requirements
- Build and grow close customer contacts in daily work
- Close cooperation and alignment with Warehouse/Logistics, Sales and Marketing, Supply Chain Demand planners, Customer Solutions, Finance, Compliance board, Bids & Tender, Regulatory Officer, External suppliers
This is an opportunity to work with a groundbreaking customer service team and to be a member of a Johnson & Johnson company, with an excellent record in employee continuous professional development and business improvement.We are passionate about our work; we play vital roles across a range of professional disciplines and care deeply about our customers and communities. At Johnson & Johnson our culture enables dynamic and impactful careers.Whether you’re one of the 1000 people who work here, or you’re considering joining the team, we offer:
- An opportunity to be part of a global market leader.
- A dynamic and inspiring working environment.
- Opportunities to work on challenging projects and assignments.
- Possibilities for further personal and professional development/education
- Excellent Benefits
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