Johnson & Johnson Careers

German Customer Support Representative

Quarryvale, Ireland
Customer Service

Job Description

Requisition ID: 1805688184W

Position Title: Customer Support Representative (German)

Report to: Customer Support Supervisor  


Position Summary:

Provide customer support, including order processing, query handling, sales support and communication with internal & external customers. We are looking for a professional and friendly person who will enjoy a multi-cultural and quality driven work environment


Main areas of responsibility:

Order administration

·         Ensuring all orders received via telephone, fax, post, email & EDI are processed accurately and promptly upon receipt                                                                                                                                     Ensure daily, weekly and monthly reporting is carried out as per business requirements                   

·         Provide product information and technical advice                                                                                       

·         Complete diverse administrative tasks according to customer/market requirement

·         Ensure that all customer queries - order queries, stock situation, deliveries, invoices are resolved satisfactorily

·         Monitoring the invoicing process

·         Process returns from the customer in accordance with company policy

                                                                                                                                                                                                                                                                                                         Customer Loyalty

·         Manage a portfolio of top revenue generating customers in order to increase customer loyalty                     

·         All queries handled according to specific quality guidelines                                                                      Work closely with internal/external customers to build and maintain customer loyalty                                                                                                                               

·         Tailor solutions to customer needs                                                                                      

·         Take full ownership of all customer issues/complaints till resolution, including corrective and preventive actions

·         Identify teaching opportunities                                                                                                                              Escalate all product complaints (technical and medical) to the Quality dept in the local market.


Cross-functional Collaboration

·         Liaise with key departments such as Sales, Warehouse, Accounts Receivable, Data Base Admisistration and Field Service to coordinate daily activities                                                                                                              


·         Enforcement of new and existing Johnson and Johnson policies to both internal and external customers   

·         Adhere to and maintain Standard Operating Procedures

·         Participate in internal and external Quality audits

·         Keep up-to-date with process and product changes via our online Learning Management System, in-class training and external courses                                                                           

·         Involvement in special projects



Education and Experience:

·         Educated to Leaving Certificate standard or equivalent; 3rd Level desirable

·         Fluency in German is essential and also strong level of English

·         Computer knowledge: Windows application Word/Excel to Intermediate level, including basic keyboarding skills (+ 35 wpm)                                                                                           

·         Additional systems skills preferable; 

  • Outlook                                                                                        
  • Quality Management System knowledge an advantage

·         Travel may be required

·         Minimum 1 year of experience in a Customer related environment

·         SAP knowledge is an advantage


Essential Skills and Abilities:

·         Organisational skills

·         Excellent interpersonal and problem solving skills.

·         Excellent telephone manner and professional writing skills

·         Team player


Primary Location
AMO Ireland (Ireland Branch) - USD Entities (8142)
Job Function
Customer Service
Requisition ID