Customer Service Associate

Caring for the world, one person at a time has inspired and united the people of Johnson & Johnson for over 125 years. We embrace research and science — bringing innovative ideas, products and services to advance the health and well-being of people. Employees of the Johnson & Johnson Family of Companies work with partners in health care to touch the lives of over a billion people every day, throughout the world.

Thriving on a diverse company culture, celebrating the uniqueness of our employees and committed to inclusion. Proud to be an equal opportunity employer. And our culture is interconnected by the shared values of Our Credo . It’s a culture that celebrates diversity and diverse perspectives. It helps employees achieve an effective mix between work and home life and supports their efforts to have a positive impact on their communities.

Johnson & Johnson Medical Devices is recruiting for a Customer Service Associate to be in New Cairo, Egypt.

Summary of the job

You will be responsible for managing J&J customers and be the first point of contact for customers in Middle East. Customer Relationship Management is key along with responding to their queries and solving their issues.

Duties & Responsibilities

• Process orders by inputting to system, providing confirmation to customers regarding order receipt and availability.
• Investigate and resolve customer complaints regarding billing, shipping delays and products.
• Respond to customer inquiries regarding orders, changes, cancellations, delivery dates, application of products, and pricing.
• Generate non-routine correspondence to secure additional customer information or resolve customer disputes. Serves as liaison with sales, marketing, logistics, supply chain and regulatory personnel to handle customer inquiries and complaints.
• Solicit and supervise customer feedback.
• Conduct customer surveys.
• Analyze and report on results.
• Place orders for replacement parts and/or for correcting errors such as shipment of wrong item or shortages.
• Represent entire Supply Chain in front of the customer.

Main performance measures (Performance Goals)

• Perform regular calls and meetings with Customers. Send related files, minutes of meeting and following up on related action points.
• Promote the usage of J&J Customer Connect portal to Customers (internal & external)
• Process orders accurately and timely. Update accurately and timely related tools & reports/ files.
• Reply to all inquiries in a timely manner.
• Supply to achieving Voice of Customer targets.
• Contribute to achieving OTIF targets.
• Clear customer Claims & Debit Notes on a timely basis.
• Help reduce aging orders and backorder.
• Perform and perform reconciliations with Suppliers.
• Lead Individual projects assigned.