Key Account Specialist

Descripción del puesto

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.

Ubicación principal
España-Comunidad de Madrid-Madrid-
Johnson & Johnson, S.A. (8500)
Requisition ID