Senior Customer Service Executive

Biopharma Careers; 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

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

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.

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

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