Job Description

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

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:

Customer Service Operations

Job Category:

Professional

All Job Posting Locations:

Bogotá, Distrito Capital, Colombia

Analyst, Order Management

The Customer Service Analyst position is responsible for providing superior customer service to internal stakeholders and external customers, in a professional, timely and self-directed manner. The key activities include order creation, inquiry management and supporting customer and stakeholder relationships.

You will follow procedures and guidelines in support of your day-to-day duties. Strong collaboration, adaptability and time-management skills are critical for this role.

Key Responsibilities  

This role has direct interaction with our customers - and -stakeholders -. All interactions with our customers are to be handled in a professional, helpful, and timely fashion to ensure the highest level of customer satisfaction and ensuring attention to compliance requirements.

Daily activities include:

• Process and respond to incoming interactions, order requests and inquiries from customers across multiple channels (e-mail, voice, chat or any other channel used) in compliance to department Standard Operating Procedures (SOP), Work instructions (WI), and SOX requirements.

• Responsible for both routine and more complex inquiry/service management to achieve a “closed loop” resolution process for the customer, striving for first interaction resolution.

• Initiate and implement process improvements and projects.

• Adhere to quality control processes and quality guidelines.

• Think and communicate cross-functionally to investigate and resolve exceptions promptly and accurately including any necessary coordination with other departments. Follow-up with customers as required, in a self-directed manner.

• Perform job duties in a way that meets or exceeds individual performance metrics established by the Customer Services organization in support of exceptional customer experience (e.g., Average Handle time, email/interaction quality, compliance, schedule adherence, etc.)

• Remain current with and apply internal and operating companies’ policies & procedures.

• Engage in ongoing learning opportunities that align with evolving business needs.

• Contribute to and promote collaboration, growth, and teamwork across the Customer Service area.

• Complete required compliance/assigned training by required due date.

• Identify and raise continuous improvement and automation opportunities. 

• Follow the US business calendar for work schedule; Colombian public holidays are considered regular working days.

• Other duties as assigned that are reasonably related to the responsibilities of this role.

Qualifications  

• A bachelor’s degree or equivalent is required.

• Strong English language verbal and written communication skills is required.

• Customer Focus: Demonstrates an understanding of the needs of the organization and customers to ensure customer satisfaction

• Research and problem-solving skills required. 

• Ability to execute tactically, quickly adapt to situations, and address day-to-day operational challenges with minimal supervision.  

• Cultural awareness and an ability to work with a multitude of people across multiple markets assigned. 

• Knowledge and/or experience with Salesforce - SAP - desired  

• Knowledge of Compliance requirements (SOX and Business Controls) is desired.

• Proficiency with Microsoft Word, Excel and Power Point required.

• Intermediate Analytics Skills and Digital Mindset required.   

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Required Skills:

Preferred Skills:

Analytical Reasoning, Business Behavior, Customer Centricity, Customer Intelligence, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Data Analysis, Execution Focus, Issue Escalation, Mentorship, Order Processing, Service Excellence, Service Request Management