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

Job Function:
Customer Management

Job Sub Function:
Non-Technical Customer Service

Job Category:
Business Enablement/Support

All Job Posting Locations:
Warsaw, Masovian, Poland

Job Description:

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, email orders, enquiries, complaints, and general information.


* Processing distributor’s orders.


* Management of order placement process (incl.

EDI and E-Commerce) and backorders information.


* Processing customer returns.


* Management of Credit & Debit Notes.


* Support Customer Master Data management.


* Outbound calls.


* Management of outbound automation campaigns.


* Maintaining Service Level Agreements’ & EMEA Metrics (including Key Performance Indicators associated with role).


* Maintaining product, system & commercial knowledge to manage customer relationships.


* Attendance of face-to-face meetings with customers & other internal partners, hosting Customer Visits to site.


* Support the Commercial & Marketing business improvements initiatives.


* Management of the relationship between Supply Chain and Key Account team.

Key competencies

Education


* Completed secondary school education or master’s degree. 


* A basic level of IT proficiency

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...