Process customer contacts – inbound/fax/e-mail – to include sales order processing, enquiries, complaint handling where necessary and information management
Maintain personal targets as agreed with the CSM to include call volume, availability, timekeeping, attendance, call quality and order accuracy
Support internal customers i.e. Business Consultants and local management – effective processing of information and requirements
Resolve escalated complaints related to orders, products, medical issues, policies and other business activities
Liaise with the Transactional team and other departments to resolve any customer issues.
Support internal customers i.e. Key Account Managers, Emerging Market Managers and local management for processing of information and requirements
Analyse root cause of supply chain issues and propose action plan for improvement.
Ensure commercial policies pertaining to the Supply Chain are effectively deployed e.g. returns and diagnostic policies
Maintain comprehensive product, system, commercial knowledge and soft skills to manage the customer relationship
Manage customer master updates and changes (communication to DBA team and Customer Master Team)
Manage Credit and Debit notes requests
Manage Returns and Exchanges
Contribute to the achievement of the departmental service level agreement.
Proven Experience within a Customer Service Environment
High Degree of customer focus
Self Motivated, used to a high level of responsibility
Proactive approach to problem solving/complaint handling
Excellent computer skills- needs to be proficient in SAP, Word and Excel, Automate Order Entry (FTP/EDI)
Sound Administrative skills
Excellent Communication Skills and works well under pressure
Accurate Data Entry Skills
Good Numeric Skills
Strong Organisational Skills
Portuguese/ Spanish and English languages are necessary.
España-Comunidad de Madrid-Madrid-
Johnson & Johnson, S.A. (8500)