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:

Customer Service Operations

Job Category:

Business Enablement/Support

All Job Posting Locations:

Bogotá, Distrito Capital, Colombia

Job Description:

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/.   

Overall purpose of job:

The Customer Service - Regional – Sr Representant is a key point of contact for internal J&J functions and external parties to engage the Customer Service organization. The Specialist provides direct support to customers and facilitates transactional activities. Individuals in this role are expected to demonstrate a solid understanding of J&J customer service processes, products and their interrelationship. The CS Specialist is expected to navigate key relationships and collaborate as needed across functions, including: Supply Chain, Finance and Shared Services in order to resolve customer issues. The CS Sr Representant reports directly to a Customer Service Supervisor, and escalates issues as needed.

Essential duties and responsibilities:

• Responsible for order management activities including:
• Scheduling deliveries and appointments
• Processing orders
• Order tracking and support to customer inquiries for new and existing orders
• Responsible for invoice management activities including:
• Invoicing customer sales orders
• Facilitating invoice corrections
• Reviewing customer billing plans
• Liaising with Finance and other parties for credit and debit processing, and special invoicing requirements
• Solve issues related to: Orders, Claims management, Returns management, Recall management
• Interact with other areas to find solutions
• Contact the customer with the final solution

Special requirements:

• University/Bachelor’s Degree or Equivalent
•  Language: Bilingual Spanish, Portuguese ( English Optional)
• Generally, requires minimal – 2 years related experience

Job location:

• Bogotá, Colombia.

Job Requirements

• Technical skills: MS Office, SAP (desirable), Salesforce (desirable).,
• Office skills: Standard office telephone, Email, Outlook
• Professional skills: Ability to make quick decisions; Perform efficiently and effectively; Deal with multi-source of information Demonstrate proficiency in written and oral communications
• Develop deep insights into the needs of our patients, customers, markets and communities. Use insights to uncover important unmet needs.
• Challenge the status quo and adapt to change taking advantage of opportunities to have a positive impact. Identify and communicate meaningful risks, take appropriate action and demonstrate an awareness of the highest standards of quality and compliance.
• Engage in transparent and constructive conversations contributing to high-performance teams.

For more than 130 years, diversity, equity & inclusion (DEI) has been a part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Rooted in Our Credo, the values of DEI fuel our pursuit to create a healthier, more equitable world. Our diverse workforce and culture of belonging accelerate innovation to solve the world’s most pressing healthcare challenges.  

We know that the success of our business – and our ability to deliver meaningful solutions – depends on how well we understand and meet the diverse needs of the communities we serve. Which is why we foster a culture of inclusion and belonging where all perspectives, abilities and experiences are valued, and our people can reach their potential.  

At Johnson & Johnson, we all belong. 

 

 

Required Skills:

 

 

Preferred Skills:

Agility Jumps, Communication, Contract Management, Customer Analytics, Customer Centricity, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Data Capturing, Emotional Intelligence, Issue Escalation, Order Processing, Process Oriented, Service Excellence, Service Request Management