Customer Service Executive

Johnson & Johnson Services; England; Vor Ort; GBP 28.000 - 42.000; Vollzeit

Zusammenfassung

Johnson & Johnson Services in the United Kingdom seeks a proactive Customer Service professional to act as a Super User for the IM Customer Service function, managing key accounts and driving process improvements in order processing and pricing.

You will work across SOX controls, audits, and cross-functional collaboration to ensure timely deliveries and accurate data, supporting patient-focused supply chains.

Qualifikationen

• Experience in Customer Service, Customer Operations or related field within a regulated environment.
• Excellent communication and stakeholder management skills.
• Ability to handle complex queries and escalations to resolution.
• Experience using ERP/order management systems; SAP/eCommerce tools advantageous.
• Proficiency with Microsoft Office suite.
• Active listening as the first point of contact.

Aufgaben

• Process orders accurately to meet delivery cut off times and customer expectations.
• Maintain customer pricing and respond to queries to support management.
• Utilise automation tools for mass data changes where applicable.
• Ensure orders satisfy criteria for exporting controlled drugs within UK.
• Respond to orders to meet UK & Ireland patient demand and manage stock levels.
• Audit and ensure SOX controls and Good Distribution Practice compliance.
• Support SOP reviews and end-of-month cut-off activities.
• Lead discussions with wholesalers and monitor stock status.
• Handle complaints end-to-end and manage returns status with 3PL.
• Contribute to ad hoc projects improving efficiency and processes.

Kenntnisse

Customer Service

Stakeholder management

Communication

Problem solving

Attention to detail

ERP experience

Microsoft Office

Tools

SAP

eCommerce tools

Jobbeschreibung

Purpose: To act as an inspiring and proactive role model within the team and become a †Super User†on all aspects related to the IM Customer Service function to enable optimisation of technical and process efficiencies. To be fully aware of business processes and the overall strategy of the team and the company. To support projects aimed at improving processes and transforming the team. To closely manage key customer accounts and provide technical support and problem solving at all levels. Customer order processing

Responsibilities

• Process orders in a timely and accurate manner to meet our delivery cut off times and customer expectations including orders received from customers by Phone, Fax, EDI & Email
• Proactively maintain customer pricing and queries to support Team Management
• Optimise the use of Winshuttle (automation tool) for mass data changes
• Check that orders meet all criteria for exporting controlled drugs outside of the United Kingdom including a valid controlled drugs licence.
• Respond to all customer orders to ensure UK & Ireland patient demand is met.
• Ensuring Key Customer account stock levels are appropriate and support in emergency delivery system.
• Audits
• Check that daily working practices comply with Sarbanes Oxley controls.
• Continually assess processes in line with Good Distribution Practice.
• Support senior management on SOP reviews
• Process owner for month End cut off activities, SOX testing, internal audit, external audit and recalls
• Contribute towards achieving monthly departmental targets.

Queries and Complaint Handling

• Receive telephone calls which may be: Order related, query related or claim related (stock discrepancies, returns, free of charges)
• Log all complaints on our Complaints Management System
• End to end Ownership of complaints and queries received.
• Overall management of status of customer returns at 3PL.

Ongoing responsibility

• SME for Digital Tools and supporting increase in eCommerce.
• Manage clinical trial requests, from Trade Excellence team
• Lead regular discussions with wholesalers, including stock status and weekly updates to ensure continued supply to patients
• Rebate Process owner, collaborating across functions to ensure rebates processed in a timely and accurate manner

Ad hoc projects

• Support or lead any existing, or new, projects which may arise that improve efficiencies and support the business
• Build and maintain relationships with internal departments to continually improve processes
• Build and maintain relationships with external customers.
• Complete refresher training for the team on core activities
• Training new starters on core elements of the role
• Ensuring the core values of the twelve standards of excellence are maintained within the team

Experience and Skills

• Experience in Customer Service, Customer Operations ore related, ideally within a regulated environment
• Excellent communication, customer relationship and stakeholder management
• Ability to manage complex customer queries, complaints and escalations through to resolution.
• Experience using ERP/order management systems; knowledge of SAP, or eCommerce tools is advantageous
• Ability to use and operate Microsoft Office tools
• Listening â€" we are the customer†s first port of call

Competencies

• Business Behavior
• Communication
• Corrective and Preventive Action (CAPA)
• Customer Analytics
• Customer Centricity
• Customer Retentions
• Customer Satisfaction
• Customer Service
• Customer Support Operations
• Customer Support Trends
• Omni-Channel Support
• Organizing
• Problem Solving
• Process Oriented
• Project Management
• Self-Service Tools
• Service Request Management

At Johnson & Johnson, we want every candidate to feel supported throughout the hiring process. Our goal is to make the experience clear, fair, and respectful of your time., Business Behavior, Communication, Corrective and Preventive Action (CAPA), Customer Analytics, Customer Centricity, Customer Retentions, Customer Satisfaction, Customer Service, Customer Support Operations, Customer Support Trends, Omni-Channel Support, Organizing, Problem Solving, Process Oriented, Project Management, Self-Service Tools, Service Request Management

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.