Depuy Synthes Franchise Lead

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:
Singapore, Singapore

Job Description:

Overall Purpose:

Responsible in ensuring customer satisfaction through effective management of the customer order processing function.

Accountable for timely response to Customer, /Customer Development/Sales team’s inquiries and resolving Order to Cash (OTC) process issues.

Plan, co-ordinate and control the activities of the customer service team.

To maintain and enhance customer relationships and in order to meet the organizational and operational objectives.

Duties and Responsibilities:


* Ensuring the day-to-day order management activities are executed flawlessly and timely.


* Works closely with Commercial partners to measure customer satisfaction relating to ordering process and delivery management.


* Responding to customer queries in a timely and accurate way, via phone, email or chat.


* Build sustainable relationships of trust through open and interactive communication


* Order management inclusive the following:


* Processing of indent orders, tender project orders


* Product recall handling – collection & replacement


* Generate backorder report


* Generate sales order report including indent purchase


* RPA Project Management


* Inventory count for Loan Kit (1300 storage location)


* Participates Customer’s supply chain related meeting / review


* Actively notify management on the changing needs and recommends process changes to accommodate customer requirements.


* Responds to and resolves complex customer complaints.


* Work with 3PL/4PL to ensure service and order deliver on time to customers and collaborate on specific projects
or initiatives to support business growth or process improvements


* Ensure Customer Service activities are aligned with the total Supply Chain strategies


* Participate actively in alignment and adherent to business objectives, policies and procedures


* Undertake any other duties or responsibilities deemed necessary for the advancement.


* Provide orientation and training to new onboarding KL Hub customer service team.


* Monitoring performance of KL Hub customer service team.


* Creation and maintenance of customer data base in SAP.

 

 

Required Skills:
Customer Advocacy, Customer Analysis, Custo...