Johnson & Johnson Careers

Senior Customer Service Executive

Maidenhead, United Kingdom
Customer Service

Job Description

Requisition ID: 1805668718W

Senior Customer Service Executive UKI

Johnson & Johnson Limited


Take the opportunity to become part of the success story behind one of the world’s fastest growing consumer companies.  At Johnson & Johnson we have a truly unrivalled brand portfolio with power brands across multiple categories including but not limited to Johnson’s®, Neutrogena®, Clean & Clear®, Listerine®, Calpol®, and Sudafed®.  We have achieved consistent growth and our breakthrough plans for the future make this a great place to further your career


Johnson & Johnson (J&J) is the world's largest and most diverse manufacturer of health care products and services for the consumer, pharmaceutical and medical devices and diagnostics markets. Made up of over 250 operating companies, J&J employs approximately 115,500 people in 60 countries and sells products throughout the world. 2009 turnover was more than $60bn worldwide


Founded in 1886, J&J has been headquartered in New Brunswick, New Jersey for more than 120 years. The company launched the iconic Johnson’s Baby Powder in 1893 and began expanding internationally in 1919. Family owned until its listing on the New York Stock Exchange in 1944, J&J has achieved extraordinary success, with sales increases consecutively for over 70 years and double digit earnings increases for more than 20 years.


In late 2006, J&J acquired Pfizer’ personal care and OTC business; the impact of this has been to allow the creation in the UK of a consumer products business of significant size and scope.  The UK consumer business has its head office located in Maidenhead, Berkshire.


Johnson & Johnson is a fast-moving, professional and team-orientated organisation.  It achieves what it sets out to achieve.  Whilst being a truly global organisation the philosophy is to empower the local businesses and people. 



Job Profile:

Role:                Senior Customer Service Executive UKI

Reports to:     Customer Service Manager (UK/I)

Location:        Maidenhead (with around 1-2 customer visits per quarter)


This role is responsible for fulfilling order management responsibilities for specific customers (c.50%) as well as acting as a co-ordinator for the Customer Service team, managing day to day queries  and workload within the team (c.50%).  The role will act as a backup for the UKI Customer Service Manager.  The Johnson & Johnson Consumer UK & Ireland Customer Service team is responsible for processing all customer orders for the UK and Irish markets (c. 100 customers in total and 35,000 orders per year).  


Principal Role Responsibilities:

  • SME on order to delivery processes in SAP/SAP Power User
  • Manage day to day queries within the Customer Service team.  First point of escalation for the team in issue resolution.
  • Co-ordination of day to day activities within the Customer Service team ensuring order processing is on time and accurate. Manage holiday/sickness cover to ensure high standards are maintained.
  • Attend daily conference call with Stobarts.  Ensure good communication with the warehouse on order status/any spikes in workload etc to minimize disruption
  • Provide backup for UKI Customer Service Manager on month end processes/reporting.
  • For key customers with no CSM, conduct customer visits potentially with Account Manager, with the aim of improving service levels/reducing supply chain complexity.  Responsible for the preparation of presentation material.
  • Complete weekly/monthly OTIF reporting for Ireland
  • Reporting – claims, order issues.  Highlighting trends and areas requiring actions
  • Assist the Customer Service Manager UKI in the writing and maintenance of SOPs and Work instructions.
  • For those customers which the job holder manages the order processing:
    • Ensure orders are processed on promptly, accurately and to deadlines.  Minimise claims due to order processing errors.
  • Provide good quality information to customers and the Sales team on product shortages, re-supply date and reason for supply issue.  Track and reason code service issues for key customers
  • Escalate to the appropriate team where orders are being shorted when stock is available e.g. allocation out of date, product master data issue
    • Manage customer complaints & queries promptly and effectively and enter into SAP CRM system
  • Daily reason coding of order shortages in the Top 12 Tracker to allow service level management reporting
  • Highlight and action with the customer/Sales team any master data issues with orders to reduce manual intervention.
  • Ensure the CS E-Mailbox & Telephones are managed appropriately delivering prompt response to any queries
  • Run daily open orders report to ensure completeness of the order processing cycle.
  • Ensure interaction with internal and external customers is positive, helpful & professional.
  • Act as cover / support when there are absences due to holidays / sickness.
  • On a rota basis, provide customer service support on bank holidays
  • Liaise with StF / IT to report incidents, log tickets & follow through to resolution. Potentially participate in User Acceptance Testing.
  • Monitor IDOCS, resolve & communicate outcome with relevant parties.
  • Ensure adherence to all documented processes to ensure order-processing compliance in line with Regulatory, Legal & Sarbanes-Oxley requirements. 
  • Ensure adherence to month end timetable.
  • Escalate to the appropriate team where orders are being shorted when stock is available e.g. allocation out of date, product master data issue
Key Competencies:

Organisation and talent development

  • Motivates and empowers others to achieve a desired result

Results and Performance Driven

  • Holds self accountable for compliant & flawless execution
  • Uses appropriate measures to identify success
  • Takes personal responsibility for decisions and delivering results
  • Takes action to build customer value
  • Eagerly accepts stretch goals
  • Challenges others to make the customer central to all thinking
Strategic Thinking
  • Makes complex issues easy for others to understand
  • Effectively manages and adapts to change
Sense of Urgency
  • Quickly assimilates information
  • Persists in face of obstacles or challenges
  • Creates a sense of urgency for direct reports and team members to meet objectives

Collaboration & Teaming

  • Build strong, productive relationships
  • Demonstrates ability to work with teams and individuals
  • Assert personal ideas and opinions using persuasion to influence others
Prudent Risk Taking
  • Build strong, productive relationships
  • Makes decisions based upon facts
  • Demonstrates the courage to stand alone on ideas and opinions which differ from others
  • Challenges the status quo


  • Excellent communication skills (ability to communicate across all levels of the business both internally and with external customers)
  • Strong numerical reasoning skills
  • Track record of strong customer focus
  • Team leader experience
  • FMCG Logistics experience
  • Experience of working in a customer facing supply chain role
  • Experience of SAP & BW

This description is not exhaustive and does not limit the scope of your role.  In addition, you will be required to undertake any other reasonable duties or changes of responsibility in accordance with business needs.


Primary Location
United Kingdom-England-Maidenhead
Johnson & Johnson Limited (8700)
Job Function
Customer Service
Requisition ID