Customer Service Key Account

1 week ago

Jeddah, Makkah Province, Saudi Arabia Johnson & Johnson Full time

Johnson & Johnson Medical Devices is recruiting for a Customer Service Key Account Representative to be in Saudi Arabia,
Jeddah.


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.


Sector/Organization Overview
Customer Service KSA Medical Devices

Summary of the job:

  • Responsible for managing J&J customers and be the first point of contact for customers in Saudi Arabia.
  • Customer Relationship Management is key along with responding to their queries and solving their issues.

Duties & Responsibilities

  • Being identified as a key role within the CS organization to support and coordinate activities to deliver the best service to our customers.
  • Manage telephone enquiries through to a satisfactory resolution.
  • Log all interactions in Salesforce CRM with a Right First-Time mindset.
  • Support the measurement of quality and accuracy within Customer Services.
  • Investigates and resolves customer complaints regarding billing, shipping delays and products.
  • Responsible for driving rootcause analysis and action plan using available reporting tools.
  • Assist the Senior team members to drive customer dedication, innovation, teamwork, operation efficiency and deliver superior customer excellence across all interactions.
  • Participate and provide support to projects within the Customer Service team in line with our company and department key deliverables.
  • Support the ERP transition to SAP 4 HANA.
  • Continuous improvement of processes
  • Generates nonroutine 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.
  • Chase for Purchase Orders, coordinating any activity to support the Invoicing recovery of the Walking Implants
  • Regular Visits to Customers to identify business needs, and promoting new initiatives that could improve Customer Satisfaction, through the BestinClass E2E processes
  • Solicits and tracks customer feedback.
  • Being the key elements in the action plans coming from Customer Survey Program and Hospitals Benchmark Survey
  • Work with all Customer Service Team, E2E and any other stakeholder to improve all processes.
  • Warehouse and transportation error follow up.
  • Support Supply Chain and total E2E in consignment inventory and updates, orders, stock levels, replenishment and returns.
  • Maintain good product knowledge of One MD products.
  • Analyzes and reports on results.
  • Places orders for replacement parts and/or for correcting errors such as shipment of wrong item or shortages.
  • Representing entire Supply Chain in front of the customer.
  • Travelling is required for this role.

Main performance measures (Performance Goals)

  • Build and grow close customer contacts in daily work.
  • Performing regular calls/meetings and visits with Customers. Sending related files, minutes of meeting and following up on related action points.
  • Close cooperation and alignment with Warehouse/Logistics, Sales and Marketing, Supply Chain Demand planners, Customer Solutions, Finance, Compliance board, Bids & Tender, Regulatory Officer, External suppliers.
  • Process orders accurately and timely. Update accurately and timely related tools & reports/ files.
  • Replying to all inquiries in a timely manner.
  • Contribute 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 backorders.
  • Perform and contribute to reconciliations with Suppliers.
  • Lead Individual projects assigned.

Qualifications:

Experience Required

  • Education: Relevant Bachelor's degree, or equivalent combination of education and experience
  • Years of Experience: Min 4 years of previous customerfacing supply chain role in a large organization
  • Previous experience in Supply Chain (required) and the Healthcare industry or Consumer Industry (preferred)
  • Language: English & Arabic a must
  • Location: Saudi Arabia

Leadership Behaviors Required
-
LIVE OUR CREDO:Demonstrate and inspire the behaviors that reinforce Our Credo.

-
CONNECT:Devel

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