Senior 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:
Customer Service Operations

Job Category:
Professional

All Job Posting Locations:
Riyadh, Saudi Arabia

Job Description:

Summary of the job:

Customer Service is a strategic role responsible for overseeing customer data analysis, and spearheading initiatives for JNJ customers.

This position focuses on leveraging Customer Service data to enhance customer engagement or to provide a most effective service to our customers or Stakeholders.

Responsible for managing J&J customers and be the first point of contact for customers in Saudi Arabia.

Customer Relationship Management is key along with responding to their queries and solving their issues

Key Responsibilities           

1.

Customer Experience & Service Excellence



* Champion a culture of exceptional customer service, mutual trust, and cross-functional collaboration.


* Manage customer inquiries related to orders, deliveries, product information, changes, cancellations, and pricing, ensuring timely and accurate resolution.


* Handle customer complaints (e.g., billing issues, shipping delays, product concerns), ensuring root-cause analysis and implementation of corrective actions.


* Oversee customer visits and engagement to identify business needs and promote new initiatives that enhance satisfaction.


* Act as a key contributor to customer survey and hospital benchmark programs, leading action plans to address feedback.

2.

CRM & Data Management



* Oversee the Salesforce CRM system: ensure effective usage, data quality, and system optimization to meet business needs.


* Ensure all interactions are logged with a “Right First-Time” mindset.


* Monitor and report on KPIs related to customer engagement and CRM system effectiveness.


* Provide guidance and training to team members on CRM usage, data analysis, and customer relationship best practices.


* Develop and maintain robust data governance and privacy standards.

3.

Project Management & Continuous Improvement



* Lead and support local and regional projects focused on customer experience and process efficiency.


* Collaborate with Sales, Marketing, Supply Chain, Quality, Finance, and Regulatory teams to implement key initiatives, including commercial and E2E supply chain transformations (e.g., NUPCO tender requirements).


* Drive adoption of digital solutions and automation to eliminate...