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:

Business Enablement/Support

All Job Posting Locations:

Bogotá, Distrito Capital, Colombia

About MedTech

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

We are searching for the best talent for Senior Representative Customer Service Operations.

Purpose: The Customer Service - Regional – Representant is a key point of contact for internal J&J functions and external parties to engage the Customer Service organization. The Specialist provides direct support to customers and facilitates transactional activities. Individuals in this role are expected to demonstrate a solid understanding of J&J customer service processes, products and their interrelationship. The CS Specialist is expected to navigate key relationships and collaborate as needed across functions, including Supply Chain, Finance and Shared Services in order to resolve customer issues. The CS Representant reports directly to a Customer Service Supervisor, and escalates issues as needed.

You will be responsible for

• Scheduling deliveries and appointments.
• Processing orders.
• Order tracking and support to customer inquiries for new and existing orders.
• Responsible for invoice management activities including:
  • Invoicing customer sales orders.
  • Facilitating invoice corrections.
  • Reviewing customer billing plans.
  • Liaising with Finance and other parties for credit and debit processing, and special invoicing requirements.
  • Solve issues related to: Orders, Claims management, Returns management, Recall management.
  • Interact with other areas to find solutions.
  • Contact the customer with the final solution.
• Develop deep insights into the needs of our patients, customers, markets and communities. Use insights to uncover important unmet needs.
• Challenge the status quo and adapt to change taking advantage of opportunities to have a positive impact.
• Identify and communicate meaningful risks, take appropriate action and demonstrate an awareness of the highest standards of quality and compliance.
• Engage in transparent and constructive conversations contributing to high-performance teams.
• Act with speed, flexibility and accountability to achieve goals.

Qualifications / Requirements:

• Must be currently in final year of University Degree or University Degree completed is required.
• Experience in Customer Service is required.
• Portuguese language fluency is required. English language fluency is preferred.
• Knowledge and experience in MS Office is required.
• Knowledge and experience in SAP, Salesforce, and Power BI are preferred.

#LI-Hybrid

Required Skills:

Preferred Skills:

Accountability, Communication, Customer Analytics, Customer Centricity, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Detail-Oriented, Inquiry Handling, Issue Escalation, Order Processing, Process Oriented, Service Excellence, Service Request Management