International Customer Service Executive

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:
Non-Technical Customer Service

Job Category:
Professional

All Job Posting Locations:
Pune, Maharashtra, India

Job Description:

Position Job Title: International Customer Service Executive

Scope: Supply Chain MedTech BU: Surgery, CSS, Mitek

SECTION 1: JOB SUMMARY

The purpose of this position is to build outstanding partnerships with our global internal customers (JNJ Affiliates; EMEA, LATAM, APAC, NA) and ensure state of the art delivery of services relating to the MedTech franchises distribution such as Surgery, CSS, Mitek.

SECTION 2: DUTIES & RESPONSIBILITIES

*



* Build collaborative partnerships with Business Partners
+ Develop customer relationships with Affiliates, acting as the Single Point of Contact (SPoC) and develop knowledge and understanding of the Affiliates’ market
+ Work closely with internal customers (Affiliates, Supply Planning, Warehouses, Finance, Quality, Regulatory etc.)


* Relentless focus on Customer Service
+ Responsible for Order Management, either through Direct Replenishment Process (DRP, replenishing Affiliates’ inventory considering forecast, demand, inventory & supply) or through Internal Sales Orders, entering Affiliates’ sales orders according to shipment schedule.
+ Provide supply and shipment information: provide order status, expected delivery dates, ensure timely shipping, pro-actively inform customer on possible future issues, liaise with planning to provide a perfect service in line with customer profile
+ Liaise with functions to execute the different services to Affiliates (Returns/Inter Company Pricing creation/Ship-to creation, etc)
+ Propose solutions for complex problems and process improvements
+ Managing the different events (stock builds, tenders, year-end)
+ Participate in the Key-user community and cross functional projects
+ Responsible for achieving targets set (e.g.

timely order processing, maintenance of open orders)
+ Train new team members and give feedback to the supervisor.


* Significant Focus on Quality
+ Review and update all SLA’s, SOP’s, procedures and work instructions in Adaptiv when needed
+ Train markets on logging accurately logistic complaints.
+ Issue and follow up of credit- and debit notes to the country in case of justified customer c...