Customer Service Key Account

7 months ago

Jeddah, 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 root-cause 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 non-routine 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 Best-in-Class 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 customer-facing 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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