Customer Service Representative

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

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Job Purpose

Customer Service Representative, processing inbound and outbound orders, enquiries, complaints and information through multiple methods of communication. Ensure adequate preparation to effectively manage the customer relationship and carry out specific responsibilities for internal and external added value programs.

Dimensions

Contribute to the achievement of the departmental service level agreements ensuring excellent service delivery with every interaction and moving to a one contact resolution and complete ownership of the customer experience.

Not only is the Customer Service Representative expected to provide a differentiated service to our external customer but be the representative for the customer internally as well. Whether this be supporting business improvement initiatives, hosting visits from internal stakeholders or out on field visits to better understand the customer we serve.

Main duties include, but not limited to:

• Processing all telephone, emails, fax orders, enquiries, complaints and general information
• Processing distributor orders
• Management of manual processing for failed orders for EDI and E-Commerce failures.
• Management & implementation of automation through EDI and E-Commerce working with Internal partners.
• Management backorders information.
• Support the Commercial Team
• Management of the relationship between Supply Chain and Key Account team.
• Support internal & Business Improvement initiatives.
• Maintenance of Service Level Agreements’ & EMA Metrics (including Key Performance Indicators associated with role)
• Maintenance of product, system & commercial knowledge to manage customer relationships.
• Support Sales & Marketing initiatives
• Processing all customer returns
• Credit & Debit Note Management
• Management Outbound Automation campaigns.
• Attend face to face meetings with customers & other internal partners, hosting Customer Visits to site.
• Management of the Patient and Staff lens Scheme
• Reporting on metrics and functionality out to internal customers
• Support Automation Campaigns, the system set up and testing.
• Set up new accounts and make amendments to data.
• Recall Management
• Outbound calling

Education

• Completed secondary school education or master’s degree.
• A basic level of IT proficiency

Key competencies

Essential:

• Fluent Polish and at least intermediate English language knowledge
• Experience of working in a customer service role
• Customer mind-set, able to demonstrate understanding and give examples of putting the customer at the forefront of solutions offered.
• Self-motivated, committed team player.
• Proactive approach to problem solving/complaint handling.
• Good computer skills – Word and Excel and Outlook
• Sound administrative skills
• Excellent communication skills, both verbal and written and clear pronunciation over the phone
• Able to work well under pressure.
• Accurate data entry skills

Desirable

• Knowledge / Proficiency of SAP
• Proficiency in Microsoft Office
• Additional EMEA language capability
• Understanding of the Eye Care Profession (ECP), or experience of working with ECP’s advantageous

#LI-SP5 / #Li-Hybrid

#LI-SP5 / #Li-Hybrid