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 responding to customer inquiries and resolving
customer complaints. Also accountable for maintaining a high level of customer
satisfaction through timely and correct order processing.
Essential duties and responsibilities
* 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.
* Act as the owner of the Order Receipt and Processing on the system: process orders by inputting to system, providing confirmation to customers regarding order receipt and availability.
* Generate non-routine correspondence to secure additional customer information or resolve customer disputes.
* Serve as liaison with sales, manufacturing, purchasing, engineering and shipping personnel to handle customer inquiries and complaints.
* Solicit and track customer feedback.
* Conduct customer surveys.
* Analyze and repots on results. Track carrier performance and alert management when performance metrics aren't met.
* Be the point of contact for customers for claims.
* Place orders for replacement parts and/or for correcting errors such as shipment of wrong item or shortages.
* Compile shipping data and analyze for trends in vendor performance. Report findings to management.
* Observe and promote all regulatory requirements as defined per applicable regulations, rules and procedures established by the Company, and notifie any violation or deviation to the immediate supervisor or appropriate authority.
* Comply with own training requirements to perform duties of own job.

Qualifications

Essential knowledge and skills
* Bachelor's degree, preferably in Supply Chain
* ‎2 to ‎4 years of experience in customer service or logistics, preferably in a pharmaceutical/ medical devices environment
* Knowledge in Logistics, Shipping/Freight forwarding
* Excellent IT and data bases skills. Good knowledge of Excel and PowerPoint.
* Fluent in English. The command of French is an asset
Core competencies required for this role:
* High Sense of Customer Service and Ownership
* Ability to work on their own initiative and proactively interact with teams to obtain information
* Ability to identify areas that require improvements and suggest plans for remediation.
* Ability to react quickly and decisively to constantly changing demands
* Works well under pressure and in stressful situations.
* Solution oriented with good analytical skills and attention to detail
* Excellent communication skills (verbal and written) and strong team spirit
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.