Senior Customer Service Specialist

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:

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 duties and responsibilities:

Investigates, processes and resolves customer cases/calls for inquires, returns, credits and debits, ordering and other issues  regarding return reason types, credit and billing investigations / approvals and transactions to provide excellent customer service and experience

Responds to customer inquiries regarding return requests, approvals,  changes, failures – coordinating these activities on behalf of the customer across internal departments and external providers

Process orders, debits and credits on ERP system ensuring appropriate approvals, documentation and accuracy of inputs to ensure service levels are met to our customers

Assist customers to perform simple self-service tasks.

Expert in all activities of Customer Service Specialist

Special Requirements:

Fluency in English and other languages according to the country

Other features of the job:

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 complaints for all products

Successfully complete all mandatory training on time

Job location:

Prague, Czech Republic

Essential knowledge and skills:

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 (JDE, SAP)

Years in Business related experience:

3-5 years

Core competencies required for this role:

Organizational and Industry Knowledge and Experience:

Proven customer service or administrative 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 skills Microsoft Office Skills Analysis Professionalism Problem Solving Verbal Communication Office administration Procedures Soft skills: Teamwork, communicability, flexibility and reliability, good organization skills, autonomy, attention to detail and systematic work

Required Skills:

Preferred Skills:

Analytical Reasoning, Business Behavior, Customer Centricity, Customer Intelligence, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Data Analysis, Execution Focus, Issue Escalation, Mentorship, Order Processing, Service Excellence, Service Request Management

The anticipated base pay range for this position is:

Kč542,000.00 - Kč871,700.00

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.