Senior Customer Service Specialist

At Johnson & Johnson,we believe health is everything.

Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions 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 jnj.com .

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world.

We provide an inclusive work environment where each person is considered as an individual.

At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:
Customer Management

Job Sub Function:
Customer Service Operations

Job Category:
Professional

All Job Posting Locations:
Prague, Czechia

Job Description:

General Information

Job title:

Customer Service Specialist Senior

Reporting to:

Customer Service Supervisor

Functional group:

Customer Solutions

Direct reports

(job titles):

N/A

Dotted line reports

(job titles):

Customer Service Manager

Job Description

Overall purpose of job:


* Customer service to Medical Devices countries in EMEA


* Customer Service Specialist will be responsible for providing direct support to customers and facilitating transactional activities related to the full order management process, ensuring timely and accurate order processing, and a high standard of communication to business partners and customers.


* Answering inbound calls, evaluating problems and complaints of the callers, providing proper solutions, responding to the needs of customers.


* Individuals will serve as a key point of contact for internal Johnson & Johnson functions (for example Commercial and Plan Supply Chain) and external parties on any order related inquiries/complaints.

These will be logged and progressed via CRM tool.


* Good understanding of systems and processes to manage multiple tasks through (Salesforce.com, ERP tools & other technologies) with a high attention to detail


* Individual will assess and drive resolution of any order management issues with the relevant business partners (e.g.

AR, Commercial, Plan Supply Chain, LSP).


* Timely and accurate handling of cases to process returns, credits and debits in a highly compliance and regulatory driven environment


* Individuals in this role are expected to demonstrate an expert understanding of customer service processes, products, and the Customer Service organization as a whole.


* Individuals actively participate or leads project assigned to team


* Customer Service Specialist support other teams within CS Prague organization other than team of original assignment


* Consultation and supporting role for specialists, supervisors and Managers

Essential duti...