Customer Service Key Account

Company Description: (Business Overview)
Johnson & Johnson
Johnson & Johnson Medical Devices is recruiting for a Customer Service Key
Account Representative to be in Saudi Arabia, Jeddah.
Caring for the world, one person at a time has inspired and united the people
of Johnson & Johnson for over ‎125 years. We embrace research and science -
bringing innovative ideas, products and services to advance the health and
well-being of people. Employees of the Johnson & Johnson Family of Companies
work with partners in health care to touch the lives of over a billion people
every day, throughout the world.
Thriving on a diverse company culture, celebrating the uniqueness of our
employees and committed to inclusion. Proud to be an equal opportunity
employer. And our culture is interconnected by the shared values of Our
Credo. It 's a culture that celebrates diversity and diverse
perspectives. It helps employees achieve an effective mix between work and
home life and supports their efforts to have a positive impact on their
communities.
Sector/Organization Overview
Customer Service KSA Medical Devices
Summary of the job:
* The core objective of this role is to support the Customer Services Supervisor to maintain the goals and objectives of the department.
* To conduct and coordinate the daily activities within her/his department (eCapabilities/Continuous Improvement)
Duties & Responsibilities
Responsible for creating a world-class customer experience by emphasizing
excellence in customer service procedures and promoting cooperation,
collaboration, and a culture of mutual trust.
Demonstrates the ability to collaborate with key stakeholders at all levels
and across all functional areas, including Sales & Marketing, Quality,
Finance, Supply Chain, and Regulatory Affairs. Model of the culture of
Continuous Improvement and committed to technology and innovation, seeks
opportunities to simplify and automate non-added-value tasks in order to
eliminate waste.
Strong analytic abilities and the capacity to assess enormous quantities of
information in order to reach good conclusions for successful decision making.
Local customer base understanding: Understanding of the local market and the
ordering process of state (NUPCO) as well as private hospital
Partner with the appropriate teams and stakeholders to assist the
implementation of key transformative initiatives in both the commercial and
E2E supply chain domains, as well as the local customers' expectations and
needs, such as the Nupco tender requirement.
Business Management: Supports the supply chain management activities; Monitors
team performance on an ongoing basis, initiating corrective actions, preparing
reports, summaries, analysis and documentation on team management; Monitors
service indicators; Delivers team development to suit evolving customer
requirements and opportunities for improvement; Ensures the effective
implementation of customer records, key contacts, reports and company
policies; Executes department strategies and activities; Maintains expenses to
ensure department objectives are met within budget; Recommends
process/procedural improvements; Provides monthly reports on activities.
Respect and work according to and within J&J Business Conduct policy, HCC, SOX
and the J&J Credo
Customer Activities: Provides frontline support for customers for critical
issues, consignment issues and value added services; Analyses customer
requirements and supports others to achieve anticipated results; Coaches
others to understand customer problem solving activities; Models strong inter-
personal skills in communicating with the customer; Actively supports
department initiatives by proactively assisting in the training and
influencing their team.
Support the ERP transition to SAP ‎4 HANA.
Regular Visits to Customers to identify business needs, and promoting new
initiatives that could improve Customer Satisfaction, through the Best-in-
Class E2E processes
Travelling is required for this role.

Qualifications

Experience Required
* Education: Relevant Bachelor's degree, or equivalent combination of education and experience
* ears of Experience: Must have ‎4+ years' experience in management roles
* Solid Order-to-Invoice knowledge has developed with both End Customers and Distributors.
* Strong understanding of Customer care processes and systems
* Lead a group or team of emplovees in the achievement of organizational goals. Guide, coach, direct, and develop direct reports.
* Coach his Team and foster a Talents growth culture promoting DE&l and a strong adherence to Our Credo.
* Excellent leadership and influence skills, able to bring vision to a group and across departments by showing a strong customer service mindset
* Foster a diverse workplace that enables all participants to contribute to their full potential in pursuit of organizational objectives.
* Previous experience in Supply Chain (required) and the Healthcare industry or Consumer Industry (preferred)
* Language: English & Arabic a must
* Location: Saudi Arabia
* Relocation availability: No budget available for relocation, willing candidate will have to self-fund this.
Leadership Behaviors Required

• LIVE OUR CREDO: Demonstrate and inspire the behaviors that reinforce Our Credo.


• CONNECT: Develop deep insights into the needs of our patients, customers, markets and communities.


• SHAPE: Drive innovation; anticipate and shape industry and market changes to advance health care globally.


• LEAD: Create an environment where leadership and talent development is top priority.


• DELIVER : Deliver results by inspiring and mobilizing people and teams.
  Leadership Profile Required


• Strong communication & interpersonal skills


• Strong analytical and problem-solving skills