Customer service associate

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/.

Summary of the job:

The main task of the Customer Service representative is to manage the end-to-end distributor claims with stakeholders to drive process improvement, cost-efficiencies and customer satisfaction.

Duties & 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.


* Apply knowledge of the relevant SAP functionalities.


* 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 ...