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 https://www.jnj.com
Job Function:
Customer ManagementJob Sub Function:
Customer Service OperationsJob Category:
ProfessionalAll Job Posting Locations:
Singapore, SingaporeJob Description:
Responsible in ensuring customer satisfaction through effective management of the customer order processing function. Accountable for timely response to Customer, /Customer Development/Sales team’s inquiries and resolving Order to Cash (OTC) process issues. Plan, co-ordinate and control the activities of the customer service team. To maintain and enhance customer relationships and in order to meet the organizational and operational objectives
Duties and Responsibilities:
Ensuring the day-to-day order management activities are executed flawlessly and timely. • Works closely with Commercial partners to measure customer satisfaction relating to ordering process and delivery management. • Responding to customer queries in a timely and accurate way, via phone, email or chat • Build sustainable relationships of trust through open and interactive communication • Order management inclusive the following: o Processing of orders, consignment fill up, billing and returns o Product recall handling – collection & replacement o Generate backorder report o Generate sales order report • Consignment Inventory Management • Project Management • Participates Customer’s supply chain related meeting / review • Actively notify management on the changing needs and recommends process changes to accommodate customer requirements. • Responds to and resolves complex customer complaints. • Work with 3PL/4PL to ensure service and order deliver on time to customers and collaborate on specific projects or initiatives to support business growth or process improvements • Ensure Customer Service activities are aligned with the total Supply Chain strategies • Participate actively in alignment and adherent to business objectives, policies and procedures • Undertake any other duties or responsibilities deemed necessary for the advancement.
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
