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:

Non-Technical Customer Service

Job Category:

Professional

All Job Posting Locations:

Chiyoda-ku, Tokyo, Japan

Job Description:

JOB SUMMARY: 

The Customer Service Specialist is responsible for managing daily order taking, goods shipping and billing operation, including 3rd party vendor management and EDI order handling.

The CS Specialist is expected to accelerate digital transfer, to improve efficiency and accuracy on the daily job operation.

Description:

1. Order Taking

• Ensure all orders received via telephone, fax, email & EDI are processed accurately and promptly upon receipt.

• Arrange appropriate delivery for each product and customers.

• Monitoring and ensuring the invoicing process.

• Communicate with internal and external stakeholders and establish strong trust relationship.

2. Vendor Management

• Monitor and ensure 3rd party vendor operation to keep appropriate service level

• Communicate with 3rd party vendor and establish strong relationship.

3. Process Improvement

• Accelerate digital transfer, support to expand EDI order ratio

• Provide recommendations and corrective action plans to improve current operation process using digital solution

4. Leadership

• Join some projects actively and develop his/her ability.

  Occasionally take a lead in some project

• Well understanding of Our Credo, achieve goal in line with company policy

• Build good relationships both of internally/externally with an appropriate attitude

REQUIREMENT:

• At least 5 years’ experience using SAP

• Deep knowledge on Order Management (if not, has system development or IT related long experience)

• Data literacy – able to read numbers, understand KPIs

• Communication skills with internal & external customers

• Ability to build trusted relationship internally and externally

• Proactive problem-solving and root-cause mindset

• Multilingual ability: Japanese + English

• Experience with Medical environment (preferred)

• Previous participation in project such as process improvement and service transformation (preferred)

・If you are Japan employee, please read “Internal Application Guideline” in Ask GS. Especially if you are less than 18 months in your current role, you are required to obtain application approval from your current manager as well as your respective BUHR. If you are Japan’s employee, you are not able to apply for multiple positions at once.
・Once you move to 1st interview stage, please make sure to inform to your current manager.
・For Employee Referral Program (ERP), please read and understand the details of “Employee Referral Program” in Ask GS and make a compliant referral.

・応募の際はAskGS内の社内公募ガイドラインをご一読いただき、応募ください。１８か月未満の方は応募前に上長及び担当BUHRの許可を取ってから応募ください。複数同時応募不可になります。
・在籍期間に関わらず、書類選考を通して１次面接に進んだ場合は、社内公募に応募し選考に進むことを上司に報告してください。
・社内紹介を行う場合は、ASK GS上の”Employee Referral Program”の詳細を理解した上で、コンプライアンスを守って紹介したものとみなします。

 

 

Required Skills:

 

 

Preferred Skills:

Business Behavior, Communication, Corrective and Preventive Action (CAPA), Customer Analytics, Customer Centricity, Customer Retentions, Customer Satisfaction, Customer Service, Customer Support Operations, Customer Support Trends, Omni-Channel Support, Organizing, Problem Solving, Process Oriented, Project Management, Self-Service Tools, Service Request Management