Customer Service Associate
Job Description
<strong>Job Description</strong><p><br></p>Johnson & Johnson Medical Devices is recruiting for a Customer Service Associate to be located in Egypt.<p><br></p>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.<p><br></p>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 <strong>Our Credo</strong>. It’s a culture that celebrates <strong>diversity</strong> 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.<p><br></p><strong>Summary Of The Job</strong><p><br></p><ul><li> 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. </li></ul><p><br></p><strong>Duties & Responsibilities</strong><p><br></p><ul><li> Processes orders by inputting to system, providing confirmation to customers regarding order receipt and availability. </li><li> Investigates and resolves customer complaints regarding billing, shipping delays and products. </li><li> Responds to customer inquiries regarding orders, changes, cancellations, delivery dates, application of products, and pricing. </li><li> 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. </li><li> Solicits and tracks customer feedback. </li><li> Conducts customer surveys. </li><li> Analyzes and reports on results. </li><li> Places orders for replacement parts and/or for correcting errors such as shipment of wrong item or shortages. </li><li> Representing entire Supply Chain in front of the customer. </li></ul><p><br></p><strong> Main performance measures (Performance Goals) </strong><p><br></p><ul><li> Performing regular calls and meetings with Customers. Sending related files, minutes of meeting and following up on related action points. </li><li> Promoting usage of J&J Customer Connect portal to Customers (internal & external) </li><li> Process orders accurately and timely. Update accurately and timely related tools & reports/ files. </li><li> Replying to all inquiries in a timely manner. </li><li> Contribute to achieving Voice of Customer targets. </li><li> Contribute to achieving OTIF targets. </li><li> Clear customer Claims & Debit Notes on a timely basis. </li><li> Help reduce aging orders and backorders. </li><li> Perform and contribute to reconciliations with Suppliers. </li><li> Lead Individual projects assigned. </li></ul> <strong>Job Qualifications</strong><p><br></p><ul><li> Education: Relevant Bachelor’s degree, or equivalent combination of education and experience </li><li> Years of Experience: Min 2-3 years of previous customer-facing supply chain role in a large organization </li><li> Previous experience in Supply Chain (required) and the Healthcare industry or Consumer Industry (preferred) </li><li> Language: English & Arabic a must </li><li> Location: Egypt </li><li> Relocation availability: No budget available for relocation, willing candidate will have to self-fund this. </li></ul><p><br></p><strong>Leadership Behaviors Required</strong><p><br></p><ul><li> LIVE OUR CREDO: Demonstrate and inspire the behaviors that reinforce Our Credo. </li><li> CONNECT: Develop deep insights into the needs of our patients, customers, markets and communities. </li><li> SHAPE: Drive innovation; anticipate and shape industry and market changes to advance health care globally. </li><li> LEAD: Create an environment where leadership and talent development is top priority. </li><li> DELIVER : Deliver results by inspiring and mobilizing people and teams. </li></ul><p><br></p><strong>Technical/Functional Skills Required</strong><p><br></p><ul><li> Previous experience in Supply Chain (required) and the Healthcare industry or Consumer Industry (preferred) </li><li> Accuracy and attention to detail required </li><li> Good MS Office skills requied, including strong Excel skills </li><li> End to end mindset </li></ul><p><br></p><strong>Leadership Profile Required</strong><p><br></p><ul><li> Strong communication & interpersonal skills </li><li> Strong analytical and problem-solving skills </li></ul><p><br></p><strong>Primary Location</strong><p><br></p>Europe/Middle East/Africa-Egypt-Cairo-New Cairo<p><br></p><strong>Organization</strong><p><br></p>Johnson & Johnson for Exp (7069)<p><br></p><strong>Job Function</strong><p><br></p>Customer Service<p><br></p>
