Johnson & Johnson Careers

Customer Service Enablement Specialist

Mongkok, China
Customer Service


Job Description

Requisition ID: 1805672606W

Johnson & Johnson is the world’s most comprehensive and broadly-based healthcare Company, touching the lives of nearly a billion people every day. Our Family of Companies throughout the world compete in consumer, pharmaceutical, and medical devices and diagnostics markets and have the skills and resources to tackle the world’s most pressing health issues.

 

1.       Position: Customer Service Enablement Specialist

2.       Location: Mongkok, Hong Kong

 

[Responsibilities]

Customer & Logistics Services (CLS) is a global Supply Chain organization that supports operating units across all the Johnson & Johnson Family of Companies. CLS strives to deliver an exceptional customer experience through leading critical customer facing-functions such as distribution and transportation. In addition, CLS oversees critical business enablers, including how we gather and manage supply chain master data, safe and secure supply chain practices, product identification standards, and market/channel access capabilities. CLS supports all three sectors of Johnson & Johnson; Medical Device & Diagnostics, Pharmaceutical, and Consumer Products.

 

This Customer Service Enablement Specialist is responsible for:

  • Local customer service system (JJCC, TVA and others in use locally) and reviews and submit the System Changes request to the regional business process
  • Represents the country’s business requirement and system configuration at a regional level
  • Projects manage all changes and upgrade projects to the system at a country level
  • Establish standards to govern customer interactions and improve service to customers
  • Enhance Performance Management and Quality Monitoring evaluation and feedback processes within the Customer Service organization
  • Collects data and reviews operations report to understand areas for continuous improvement
  • Coordinate operational excellence initiatives across Customer Service organization to optimize effectiveness and efficiencies
  • Consults with management, Quality, employees, and department to identify training needs and achieve the result of an effective training solution
  • Reviews recommendations regarding the creation or acquisition and delivery of training programs that meet the company’s needs
  • Maintain documents in a structured library to meet the company’s requirement

 

[Requirements]

  • University/Bachelor’s Degree or Equivalent
  • 5 ~ 7 years’ relevant experience
  • Fluent English in writing and speaking as well
  • Cross functional experience within or outside of Customer Service Organization
  • Analytic background/experience and problem-solving skills are preferred
  • Equipped system capabilities, especially related with SAP
  • Professional skills: Ability to make quick decisions; Perform efficiently and effectively; Deal with multi-source of information
  • Project management experience
  • Understanding of end-to-end supply chain including order management and logistics is preferred
  • Strong interpersonal skills and the ability to function as both a team player and a team leader
  • Experience in healthcare related field is preferred


Qualifications
see above
Primary Location
China-Hong Kong S.A.R.-Mongkok
Organization
Johnson & Johnson (Hong Kong) Ltd. (8060)
Job Function
Customer Service
Requisition ID
1805672606W