Customer Service Specialist - DS

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.