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:

Non-Technical Customer Service

Job Category:

Business Enablement/Support

All Job Posting Locations:

Warsaw, Masovian, Poland

Customer Service Representative – Fixed Term (2 years)

Job Purpose

Customer Service Representative: A front-line communicator, processing inbound and outbound orders, enquiries, complaints and information through multiple methods of communication. Ensure adequate preparation to effectively manage the customer relationship and carry out specific responsibilities for internal and external added value programs.

Dimensions

Contribute to the achievement of the departmental service level agreements ensuring excellent service delivery with every interaction and moving to a one contact resolution and complete ownership of the customer experience.

Not only is the Customer Service Representative expected to provide a differentiated service to our external customer but be the representative for the customer internally as well. Whether this be supporting business improvement initiatives, hosting visits from internal stakeholders or out on field visits to better understand the customer we serve.

Main duties include, but not limited to:

• Processing all telephone, emails, fax orders, enquiries, complaints and general information
• Management of backorders information.
• Support the Commercial & Marketing Team
• Management of the relationship between Supply Chain and Key Account team.
• Support internal & Business Improvement initiatives.
• Maintenance of Service Level Agreements’ & EMA Metrics (including Key Performance Indicators associated with role)
• Maintenance of product, system & commercial knowledge to manage customer relationships.
• Support Sales & Marketing initiatives
• Processing customer returns
• Credit & Debit Note Management
• Attend face to face meetings with customers & other internal partners, hosting Customer Visits to site.
• Set up new accounts and make amendments to customer data.

Education

• Completed secondary school education or master’s degree.
• A basic level of IT proficiency

Key competencies

Essential

• Fluent / native Polish and advanced English language knowledge
• Experience of working in a customer service role
• Customer mind-set, able to demonstrate understanding and give examples of putting the customer at the forefront of solutions offered.
• Self-motivated, committed team player.
• Proactive approach to problem solving/complaint handling.
• Good computer skills – Word and Excel and Outlook
• Sound administrative skills
• Excellent communication skills, both verbal and written and clear pronunciation over the phone
• Able to work well under pressure.
• Accurate data entry skills

Desirable

• Knowledge / Proficiency of SAP
• Proficiency in Microsoft Office
• Additional EMEA language capability
• Understanding of the Eye Care Profession (ECP), or experience of working with ECP’s advantageous

#LI-SP5 / #Li-Hybrid

Required Skills:

Preferred Skills:

Accountability, Communication, Customer Centricity, Customer Retentions, Customer Satisfaction, Customer Service, Customer Support Operations, Customer Support Trends, Inquiry Handling, Omni-Channel Support, Problem Solving, Process Oriented, Report Writing, Self-Service Tools, Service Request Management, Training Administration

The anticipated base pay range for this position is:

zł74.500,00 - zł119.600,00

Benefits:

In addition to base pay, we offer the following benefits*: an annual bonus with set target (% of pay) depending on pay grade / location, where the actual amount is based on the employees’ and companies’ performance of the previous calendar year, or sales commissions. Moreover, we offer vacation days, parental leave for a minimum of 12 weeks, bereavement leave, caregiver leave, volunteer leave, well-being reimbursement, programs for financial, physical and mental health. We also offer service anniversary and recognition awards, and subject to the terms of their respective plans, employees - and in some location’s eligible dependents - can participate in several insurance plans. For more information, visit Employee benefits | Supporting well-being & career growth | Johnson & Johnson Careers.

*This is for informative purposes only. Amounts and actual benefits may vary by location and are subject to change.