Senior Customer Service Executive

J&J Family of Companies; England; On-site; GBP 35,000 - 48,000; Full time

Job summary

Johnson & Johnson is seeking a proactive Customer Service professional to act as a Super User for the IM Customer Service function in the UK. The role focuses on end-to-end order processing, pricing maintenance, and supporting process improvements and SOX/compliance activities.

The candidate will handle orders across multiple channels, manage complaints, and drive efficiency through digital tools and ERP systems, ensuring timely delivery to patients and accurate data management.

Qualifications

• Experience in Customer Service, Customer Operations or related field, ideally in a regulated environment.
• Excellent communication, customer relationship and stakeholder management.
• Ability to manage complex customer queries, complaints and escalations through to resolution.

Responsibilities

• Process orders promptly to meet delivery cut-off times and customer expectations from multiple channels (Phone, Fax, EDI & Email).
• Proactively maintain customer pricing and respond to queries to support team management.
• Act as SME for Digital Tools and support eCommerce growth; manage stock levels with 3PL partners.

Skills

Customer Service

Stakeholder management

Problem solving

Communication

Tools

SAP

eCommerce tools

Job description

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

• 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
• Create and edit pricing and material master data in accordance with SOX guidelines.
• Oversee key complex products and take responsibility for ensuring seamless delivery to patients and correct process flows

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, Getting to know you: If there's a good match, you'll be invited to a short call with one of our recruitment team to understand more about you and answer any questions that you might have.
• Staying informed: We know waiting can be hard and processes can evolve; our recruitment team will keep you updated and make sure you know what to expect at each step.
• Final steps: For successful candidates, you will need to complete country-specific checks before starting your new role. We will help guide you through these.
• Finally, at the end of the process, we'll invite you to share feedback in a short survey - your input helps us continue improving the experience for future candidates. Thank you for considering a career with Johnson & Johnson. We're excited to learn more about you and wish you the best of luck in the process! #RPOEMEA

Experience in Customer Service

• 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 - we are the customer's first port of call

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 believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com (https://www.jnj.com.) . 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.