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/.Diversity, Equity & Inclusion are essential to continue building our history of pioneering and innovation, which has been impacting the health of more than 1 billion patients and consumers every day for more than 130 years.Regardless of your race, belief, sexual orientation, religion, or any other trait, YOU are welcome in all open positions at the largest healthcare company in the world.When You Join Johnson & Johnson, Your Move Could Mean Our Next Breakthrough."Reimagine the possibilities" at Johnson and Johnson Global Services employee with a focus on Customer Service.We live this motto every day by creating game-changing business solutions for the world's largest and most broadly-based healthcare company.As a member of our Global Customer Service team, you will have exclusive access to a network of professionals located in over 60 countries.This new network will help you build on your current skills and explore opportunities to grow your career in J&J.At J&J Global Customer Service, we value ideas for innovation and improvement and are committed to diversity and inclusion.Together we will reimagine business processes to become more effective, more efficient, and improve customer experience.We are proud to be an equal opportunity employer.This role will be part of the Global Services Customer Service team under DART Structure - -.The Global Services Customer Service organization provides best-in-class, cost-effective Customer Service interactions, and compliance-in a J&J way-to our Operating Companies around the world.Position Summary The Customer Service Analyst position is responsible for providing superior, customer service to internal stakeholders and external customers, in a professional, timely and self-directed manner.The key activities include order creation, inquiry management and supporting customer and stakeholder relationships.You will follow J&J Global Services tools, procedures, and guidelines in support of your day-to-day duties.Strong collaboration, adaptability and time-management skills are critical for this role.Key Responsibilities This role has direct interaction with our external customers (hospitals, distributors) and internal stakeholders (field sales) on a daily basis.All interactions with our customers are to be handled in a professional, helpful, and timely fashion to ensure the highest level of customer satisfaction and ensuring attention to compliance requirements.Daily activities include: • Creates, enters and manages complex customer orders received via email from internal and/or external customers • Responsible for more complex (Level 1 or 2) inquiry/service complaint management to achieve a "close-loop" resolution process for the customer, limiting the need for the customer to call back numerous times for the same issue.All work done in compliance to department SOPs and SOX.o Assigns and/or serves as "Case Owner" to investigate escalated issues/service requests and communicates updates.o Follows-up on open inquiries and escalates unresolved calls to appropriate subject matter experts based on SOP.o Ensures completion of inquiry/service request to fulfillment to maintain closed-loop process standards.o Reviews order error and order hold reports and takes action based on need as instructed by SOP o Notifies appropriate parties (e.g., field sales, customers, Franchises, etc) of process, inquiry updates/changes or service requests as appropriate.• Supports and initiates returns process including, for unidentified returns and exceptions, issues RGA and follows-up on open returns as appropriate • Conducts recall activities as appropriate • Updates customer information in order management system as appropriate • Conduct UAT testing as needed.• Initiates and implements process improvements and projects • Adheres to quality controls process and service quality guidelines.• Thinks and communicate cross-functionally to investigate, research and resolve all exceptions and adjustments promptly and accurately including any necessary coordination with other HCS departments and all required customer follow-up in a self-directed manner • Perform job duties in a way that meets or exceeds individual performance metrics established by the Customer Services organization in support of exceptional customer experience (e.g., Average Handle time, email/interaction quality, schedule adherence, etc.)and exemplifies the J&J Global Leadership Profile.• Remain current with and apply internal and operating companies' policies & procedures.• Contribute to and promote collaboration, growth, and teamwork across Global Services and GS Commercial Services • Completes required compliance/assigned training by required due date.• Identifies and raises continuous improvement and automation opportunities.Love this role?See requirements below!• A bachelor's degree or equivalent is required.• Strong English language verbal and written communication skills are required to share information and achieve desired outcomes in a professional manner.• Business Acumen (Results and Performance Driven): Demonstrates an understanding of the supported franchises and business processes needed to achieve results.Understands relevant products and applies this knowledge to day-to-day responsibilities.• Customer Focus: Demonstrates an understanding of the needs of the organization and customers to ensure customer satisfaction • Development and Goal Setting (Organization & Talent Development): Collaborates with supervisor to identify strengths and development areas and implement personal development plan.Accepts constructive feedback and participates in continuous learning.• Research and problem-solving skills required.• Flexibility and Innovation (Self-Awareness & Adaptability and Prudent Risk Taking): Demonstrates flexibility and implements innovative ways to enhance the way work is done.• Planning and Organization (Big Picture Orientation with Attention to Detail): Organizes the workspace, prioritizes activities and manages time effectively to achieve goals.• Problem Solving (Sense of Urgency, Intellectual Curiosity, and Prudent Risk Taking): Identifies and analyzes problems, issues and situations.Identifies solutions and follows through to assess progress and ensure positive results.• Ability to execute tactically, quickly adapt to situations, and address day-to-day operational challenges with minimal supervision.• Cultural awareness and an ability to work with a multitude of people across multiple markets assigned.• Knowledge and/or experience with Salesforce - SAP - desired • Knowledge of Compliance requirements (SOX and Business Controls) is desired.• Proficiency with Microsoft Word, Excel and Power Point required.• Intermediate Analytics Skills required.Johnson & Johnson is an Affirmative Action and Equal Opportunity Employer.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
