Customer Service Associate

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.
Johnson & Johnson Medical Devices is recruiting for a Customer Service
Associate to be in New Cairo, Egypt.
Summary of the job
You will be responsible for managing J&J customers and be the first point of
contact for customers in Middle East. Customer Relationship Management is key
along with responding to their queries and solving their issues.
Duties & Responsibilities
* Process orders by inputting to system, providing confirmation to customers regarding order receipt and availability.
* Investigate and resolve customer complaints regarding billing, shipping delays and products.
* Respond to customer inquiries regarding orders, changes, cancellations, delivery dates, application of products, and pricing.
* Generate non-routine correspondence to secure additional customer information or resolve customer disputes. Serves as liaison with sales, marketing, logistics, supply chain and regulatory personnel to handle customer inquiries and complaints.
* Solicit and supervise customer feedback.
* Conduct customer surveys.
* Analyze and report on results.
* Place orders for replacement parts and/or for correcting errors such as shipment of wrong item or shortages.
* Represent entire Supply Chain in front of the customer.
Main performance measures (Performance Goals)
* Perform regular calls and meetings with Customers. Send related files, minutes of meeting and following up on related action points.
* Promote the usage of J&J Customer Connect portal to Customers (internal & external)
* Process orders accurately and timely. Update accurately and timely related tools & reports/ files.
* Reply to all inquiries in a timely manner.
* Supply to achieving Voice of Customer targets.
* Contribute to achieving OTIF targets.
* Clear customer Claims & Debit Notes on a timely basis.
* Help reduce aging orders and backorder.
* Perform and perform reconciliations with Suppliers.
* Lead Individual projects assigned.

Qualifications

Experience Required
* Education: Relevant Bachelor's degree, or equivalent combination of education and experience
* Years of Experience: Min ‎2-‎3 years of previous customer-facing supply chain role in a large organization
* Experience in Supply Chain and the Healthcare industry or Consumer Industry
* Language: English & Arabic a requirement
Technical/Functional Skills Required
* Accuracy and attention to detail required
* Good MS Office skills required, including strong Excel skills
* End to end attitude
* Strong communication & interpersonal skills
* Strong analytical and problem-solving skills
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.
Johnson & Johnson Family of Companies are equal opportunity employers, and all
qualified applicants will receive consideration for employment without regard
to race, color, religion, sex, sexual orientation, gender identity, genetic
information, national origin, protected veteran status, disability status, or
any other characteristic protected by law.