Senior Customer Experience Lead (Hybrid)

Biopharma Asia; High Wycombe; Hybrid; GBP 32,000 - 52,000; Full time

Job summary

Johnson & Johnson is seeking a Senior Customer Service Executive to join our Innovative Medicine team in Maidenhead, UK. You will act as a proactive role model within the team, becoming a Super User for the IM Customer Service function, enabling process efficiencies and strong customer support.

You will manage key accounts, handle orders and inquiries, support digital tools, and liaise with wholesalers to ensure patient supply.

Qualifications

• Experience in Customer Service, Customer Operations or 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 – we are the customer’s first port of call.

Responsibilities

• Process orders in a timely and accurate manner to meet delivery cut off times and customer expectations.
• Check compliance with SOX controls and Good Distribution Practice.
• Log and manage customer complaints in the Complaints Management System; ensure end-to-end ownership.
• Support digital tools and lead discussions with wholesalers to ensure continued supply to patients.
• Lead ad hoc projects to improve efficiencies and partner with internal departments.

Skills

Customer Service

Stakeholder Management

Communication

Problem Solving

ERP Systems

SAP

Tools

SAP

Ecommerce tools

Microsoft Office

Job description

Johnson & Johnson is seeking a Senior Customer Service Executive to join our Innovative Medicine team in Maidenhead, UK. You will act as a proactive role model within the team, becoming a Super User for the IM Customer Service function, enabling process efficiencies and strong customer support.

You will manage key accounts, handle orders and inquiries, support digital tools, and liaise with wholesalers to ensure patient supply.