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Customer Management

Customer Service Key Account Representative

  • Titolo Customer Service Key Account Representative
  • Funzione Customer Management
  • Sottofunzione Customer Service Operations
  • Categoria Analyst, Customer Service Operations (P4 & E24)
  • Località Riyadh, Ar Riyad, Saudi Arabia
  • Data di pubblicazione
  • Riferimento 2406197079W
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About Johnson & Johnson


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 .

Johnson & Johnson Med Tech is recruiting for a Customer Service Key Account Representative to be located in Riyadh, Kingdom of Saudi Arabia.

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.

Summary of the job:

·         Responsible for managing J&J customers and be the first point of contact for customers in Saudi Arabia.

·         Customer Relationship Management is key along with responding to their queries and solving their issues.

Duties & Responsibilities        

·         Being identified as a key role within the CS organization to support and coordinate activities to deliver the best service to our customers.

·         Manage telephone enquiries through to a satisfactory resolution.

·         Log all interactions in Salesforce CRM with a Right First-Time mindset.

·         Support the measurement of quality and accuracy within Customer Services.

·         Investigate and resolve customer complaints regarding billing, shipping delays and products.

·         Responsible for driving root-cause analysis and action plan using available reporting tools. 

·         Assist the Senior team members to drive customer dedication, innovation, teamwork, operation efficiency and deliver superior customer excellence across all interactions.

·         Respond to customer inquiries regarding orders, changes, cancellations, delivery dates, application of products, and pricing.

·         Participate and provide support to projects within the Customer Service team in line with our company and department key deliverables.

·         Support the ERP transition to SAP 4 HANA.

·         Strive for continuous improvement of processes

·         Generate non-routine correspondence to secure additional customer information or resolve customer disputes.

·         Serve as liaison with sales, marketing, logistics, supply chain and regulatory personnel to handle customer inquiries and complaints.

·         Chase for Purchase Orders, coordinating any activity to support the Invoicing recovery of the Walking Implants

·         Make regular visits to Customers to identify business needs, and promoting new initiatives that could improve Customer Satisfaction, through the Best-in-Class E2E processes

·         Solicit and track customer feedback.

·         Be the key elements in the action plans coming from Customer Survey Program and Hospitals Benchmark Survey

·         Work with all Customer Service Team, E2E and any other stakeholder to improve all processes.

·         Warehouse and transportation error follow up.

·         Support Supply Chain and total E2E in consignment inventory and updates, orders, stock levels, replenishment and returns.

·         Maintain good product knowledge of One MD products.

·         Analyzes and reports on results.

·         Places orders for replacement parts and/or for correcting errors such as shipment of wrong item or shortages.

·         Representing entire Supply Chain in front of the customer.

·         Travelling is required for this role.

Main performance measures (Performance Goals)

·         Build and grow close customer contacts in daily work.

·         Performing regular calls/meetings and visits with Customers. Sending related files, minutes of meeting and following up on related action points.

·         Close cooperation and alignment with Warehouse/Logistics, Sales and Marketing, Supply Chain Demand planners, Customer Solutions, Finance, Compliance board, Bids & Tender, Regulatory Officer, External suppliers.

·         Process orders accurately and timely. Update accurately and timely related tools & reports/ files.

·         Replying to all inquiries in a timely manner.

·         Contribute 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 backorders.

·         Perform and contribute to reconciliations with Suppliers.

·         Lead Individual projects assigned.


Experience Required

·         Education : Relevant Bachelor’s degree, or equivalent combination of education and experience

·         Years of Experience: Min 4 years of previous customer-facing supply chain role in a large organization

·         Previous experience in Supply Chain (required) and the Healthcare industry or Consumer Industry (preferred)

·         Language : English & Arabic a must

·         Location : Saudi Arabia (Riyadh)

·         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.

Technical/Functional Skills

·         Previous experience in Supply Chain (required) and the Healthcare industry or Consumer Industry (preferred)

·         Accuracy and attention to detail required

·         Good MS Office skills requied, including strong Excel skills

·         End to end mindset

·         Customer facing experiance (preferred)

Leadership Profile Required

·         Strong communication & interpersonal skills

·         Strong analytical and problem-solving skills

For more than 130 years, diversity, equity & inclusion (DEI) have been part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Our commitment to respect the dignity and diversity of all is embedded in our Credo. 

We know that the success of our business depends on having the best talent in a workforce that reflects the diverse markets we serve around the world and an inclusive culture that values different perspectives and life experiences.

That is why we are working to create an inclusive environment where diverse backgrounds, perspectives and experiences are valued and each and every one of our people feels that they belong and can reach their potential. No matter who they are. 

Diversity, Equity & Inclusion at Johnson & Johnson means “You Belong”!

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