Customer Service Specialist - DS
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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 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:
"Johnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone orthopaedics company,
operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months,
subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be
required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that,
following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by
DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be
provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes."
We are searching for the best talent for two (2) open roles as Customer Service Specialist - initially for a One-Year fixed term.
Purpose:
The customer service specialist is primarily handling customer orders and calls, case management in Sales Force, but can extend to responsibilities across customer service orders, returns and financial transactions returns, credits and debits for external and internal customers.
Customer service to MedTech countries in EMEA (orthopeadics}
Primarily handling customer orders and calls, case management in Sales Force, but can extend to responsibilities across customer service orders, returns and financial transactions returns, credits and debits for external and internal customers,
Professional written and verbal communication with customers, internal functions (in country customer service, supply chain, commercial, sales, finance, etc..) and external providers (distribution centres and transport providers)
Timely and accurate handling of cases/calls, processing orders, returns in a highly compliance and regulatory driven environment
Good understanding of systems and processes to manage multiple tasks through (Salesforce.com, JDE, Genesys) with a high attention to detail
Essential duties and responsibilities:
Processes and investigates customer cases/calls, orders, potentially returns, credits and debits and other issues, credit and billing investigations / approvals and transactions to provide excellent customer service and experience
Responds to customer inquiries regarding orders, back-orders, return requests, approvals, changes, failures – coordinating these activities on behalf of the customer across internal departments and external providers
Process orders on JDE system in timely manner, ensuring appropriate approvals, documentation and accuracy of inputs to ensure service levels are met to our customers
Other
Meet all applicable quality and compliance requirements (i.e. HCC/HCBI/ANTI-CORRUPTION/FCPA/US-GCC/Privacy/SOX/QA.Safe Fleet)
On time reporting on spontaneous adverse events (AE) reports and quality compliants for all products
Successfully complete all mandatory training on time
Academic or Professional Qualifications/Technical Skills:
Experience in the Customer Service or in a related area
University degree or equivalent
Systems experience: Case Management systems (Salesforce.com preferred), Enterprise systems (JD Edwards preferred)
Years in Business related experience:
1-2 years
Core competencies required for this role:
Organizational and Industry Knowledge and Experience:
Proven customer service or adminstrative experience
Knowledge of customer service and office management systems and procedures
Excellent time management skills and ability to multi-task and prioritize work
Attention to detail and problem-solving skills
Excellent written and verbal communication skills
Strong organizational and planning skills
Proficient in MS Office
Key leadership characteristics required to the role:
Reporting skillsAdministrative Writing SkillsMicrosoft Office SkillsAnalysisProfessionalismProblem SolvingVerbal CommunicationOffice aministration Procedures
Soft skills: Teamwork, communicability, flexibility and reliability, good organization skills, autonomy, attention to detail and systematic work
Fluency in English is mandatory
Knowledge of Dutch is desirable
#LI-SP5 / #Li-Hybrid
Required Skills:
Preferred Skills:
The anticipated base pay range for this position is:
Kč452.000,00 - Kč727.950,00
Benefits:
In addition to base pay, we offer the following benefits*: an annual bonus with set target (% of pay) depending on pay grade / location, where the actual amount is based on the employees’ and companies’ performance of the previous calendar year, or sales commissions. Moreover, we offer vacation days, parental leave for a minimum of 12 weeks, bereavement leave, caregiver leave, volunteer leave, well-being reimbursement, programs for financial, physical and mental health. We also offer service anniversary and recognition awards, and subject to the terms of their respective plans, employees - and in some location’s eligible dependents - can participate in several insurance plans. For more information, visit Employee benefits | Supporting well-being & career growth | Johnson & Johnson Careers.
*This is for informative purposes only. Amounts and actual benefits may vary by location and are subject to change.
Job details
How this role compares
Computed from every other active Commercial & General Management role in our database, not just this employer's listings.
We currently track 241 comparable Commercial & General Management roles across 43 biopharma companies.
Salary context
31 of 241 peers report a salary range (USD, annualized)
Peers share this role's job function. This posting doesn't list a seniority level, so peers aren't narrowed by seniority either -- the range below may span more levels than usual.
Where these roles are based
Top locations among the 241 comparable roles
+ 43 more countries
Seniority mix
132 of 241 peers have a known seniority level
Therapeutic area mix
32 of 241 peers have a known therapeutic area; the rest are genuinely unlabeled, not hidden
Similar opportunities
The closest matches from our peer group, ranked by how similar they are, not how well you'd qualify for them -- treat this as market context, not a guaranteed shortlist; a weak match is labeled as one below.
Matched on job function only -- seniority, specialty, and location weren't confirmed as aligned.
Matched on job function only -- seniority, specialty, and location weren't confirmed as aligned.
Matched on job function only -- seniority, specialty, and location weren't confirmed as aligned.
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How we calculate "similar"
No black box, no LLM guesswork: a deterministic score built from four normalized attributes. Here's this role's own peer group at different match levels, so you can see the mechanism, not just the result.
Every comparison starts from the same 100-point budget: 25 for working in the same function, 40 for the same therapeutic area, 20 for the same or adjacent seniority, 15 for the same country. A dimension we can't confirm on both sides contributes nothing, never a guess, never a free pass.
0 points, never a partial guess. A role we know almost nothing about beyond its function bottoms out at 25%; it never inflates to 100% just because there's little to compare against. Seniority uses a defined ladder (Associate → Manager → Associate Director → Senior → Principal → Director → Senior Director → Executive/VP) so "Director" and "Senior Director" count as adjacent, but "Director" and "Executive/VP" do not.