Johnson & Johnson Medical Companies produce a broad range of innovative products and solutions used primarily by health care professionals in the fields of orthopedics, neurological disease, infection prevention, cardiovascular disease, and aesthetics.
As the most comprehensive devices business in the world, Johnson & Johnson Medical Devices is best suited to serve evolving customer needs, train more surgeons to improve standards of care, and treat more patients globally as access expands.
In this context we are looking for a France Customer Care Advisor.
***** THIS POSITION REQUIRED A GOOD LEVEL OF ENGLISH *****
1.Job Purpose (The facts and figures relating to the job)
Manage the customer relationship regarding enquiries, complaints and policies. Liaise with the Transactional order-processing teams, Financial Services, Database Administration and other departments to resolve escalated issues to achieve customer satisfaction.
Carry out specific responsibilities for internal and external added-value programmes.
Contribute to the achievement of the departmental service level agreements ensuring excellent service delivery with every interaction.
Front line support for Key Accounts processing inbound and outbound orders, enquiries, complaints and information through multiple methods of communication.
Liaise with the Key Account Managers to ensure they are fully aware of any customer supply chain issues. Ensure adequate preparation to effectively manage the customer relationship and communication channels.
2.Dimensions (The facts and figures relating to the job)
Responsible for processing current level x customer complaints/enquiries per person per week and for Key Accounts.
3. Main Responsibilities (The major end results the job is expected to achieve)
Complaints Handling: 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. Account Managers and local management for processing of information and requirements
To 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
To manage customer master updates and changes (communication to DBA team and Customer Master Team)
Credit and Debit notes request management
Returns and Exchanges Management
On going training and support for the Transactional team.
Maintaining good working relationships with customers and Key Account Managers (proactive communication regarding service levels, back orders, supply chain issues and supply chain improvements).
Supervise service level agreement for Large Orders and Key Accounts (To prioritise key orders and customers with the Distribution Help Desk).
To support IM to drive Order Entry Automation.
3b. Other Responsibilities
Undertake internal and added-value initiatives as required
Maintain personal targets as agreed with Senior Customer Care Adviser to include productivity, availability, timekeeping, attendance, call quality and order accuracy
Contribute to the achievement of the departmental service level agreements
4. Background information and Main Activities (The background and operating environment of the job)
The Customer Care Adviser is responsible for the effective management of inbound and outbound customer communication and the subsequent effective processing of orders, enquiries, complaints
The Customer Care Adviser will be responsible for the management of requests from Key Accounts
Responsible for processing failed orders for the Key Accounts, and the management of communication within the departments necessary.
5. Assignment and Planning of Work (The planning of work and how it is generated)
Planning and execution of the ‘main responsibilities’ of the job role are the responsibility of the job holder
A major area of responsibility is ensuring the effective planning of personal work load to ensure Key Account customer commitments are consistently met
6. Other Working Relationships (The main internal and external relationships connected with the job, other than immediate manager and subordinates)
EVC Warehouse/Distribution Team
EVC Management Team
European Customer Service Teams
Internal Project Teams
Key Accounts Manager
Key Account Mangers
7. Decision Making, Authority and Controls
(Decisions/recommendations the job holder can make without reference to anyone else, job procedures followed)
All aspects pertaining to the effective management of the Key Account customer contact and effective deployment of commercial policies
8. Problems / Key Features
(The most complex and difficult parts of the job and other significant features not covered elsewhere)
Ensuring failed orders are dealt with correctly following commercial and company policies
Knowledge / Experience / Skills required (The competencies needed to perform the job – essential and preferred)
Proven experience within a Customer Service environment
High degree of customer focus
Self motivated, used to a high degree of responsibility
Proactive approach to problem solving/complaint handling
Excellent computer skills – needs to be proficient in SAP, Word and Excel, Automate order entry (EDI/FTP)
Sound administrative skills
Excellent communication skills who works well under pressure
Accurate data entry skills
Good numeric skills
Strong organisational skills
Good decision making skills
Fluent English language, both verbal and written
Fluent language skills, both verbal and written, for the main language in the relevant market (ie French/Spanish/Italian/German)
Flemish would be an additional advantage for the role in France
Portuguese would be an additional advantage for the role in Iberia
French or Swiss-German would be an additional advantage for the role in DACH
France-Haute-de-Seine-Issy Les Moulineaux-
Ethicon S.A.S. (7840)