Senior Customer Service Executive

7360-Janssen-Cilag Limited Legal Entity; High Wycombe; On-site; GBP 28,000 - 40,000; Full time

Job summary

Johnson & Johnson in Maidenhead, UK is seeking a Senior Customer Service Executive to join our team responsible for frontline customer support, order processing, pricing queries and audits under SOX compliance. This role requires proactive problem solving, strong stakeholder management, and close collaboration with cross-functional teams.

You will manage customer orders via multiple channels, support wholesalers, and ensure timely, accurate deliveries while maintaining high service standards.

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.

Responsibilities

• Process orders in a timely and accurate manner to meet delivery cut-off times.
• Proactively maintain customer pricing and queries to support Team Management.
• Audits and SOX compliance checks as part of monthly processes.
• End-to-end ownership of complaints and queries, including 3PL returns.
• Lead cross-functional discussions with wholesalers and internal teams to maintain supply.

Job description

About Johnson & Johnson

At Johnson & Johnson,we believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions 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. 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.

Job Function

Customer Management

Job Sub Function

Non-Technical Customer Service

Job Category

Professional

All Job Posting Locations

High Wycombe, Buckinghamshire, United Kingdom

Job Description

About Innovative Medicine Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow. Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way. Learn more at https://www.jnj.com/innovative-medicine We are searching for the best talent for the Senior Customer Service Executive role to be in Maidenhead, UK. 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.

Requirements

• 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

Recruitment Process

• 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.
• We’ll carefully review your CV to see how your skills and experience align with the role.
• We’ll invite you to a short call with one of our recruitment team to understand more about you and answer any questions that you might have.
• We’ll keep you updated and make sure you know what to expect at each step.
• 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.

Required Skills

• 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

Preferred Skills

• 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

Compliance

Throughout the recruitment process - from application through hiring - we are committed to providing reasonable accommodations/adjustments for qualified candidates with disabilities. If you need support at any stage of the recruitment process, please complete our candidate accommodation request form so we can assist you.