Customer Service Representative

Warsaw - Poland

Monthly Salary: Not Disclosed

Posted on: 14 hours ago

Vacancies: 1 Vacancy

Job Summary

At Johnson & Johnsonwe believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented treated and curedwhere treatments are smarter and less invasive andsolutions are 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 more at

Job Function:

Customer Management

Job Sub Function:

Non-Technical Customer Service

Job Category:

Business Enablement/Support

All Job Posting Locations:

Warsaw Masovian Poland

Job Description:

Job Purpose

Customer Service Representative 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 email orders enquiries complaints and general information.
Processing distributors orders.
Management of order placement process (incl. EDI and E-Commerce) and backorders information.
Processing customer returns.
Management of Credit & Debit Notes.
Support Customer Master Data management.
Outbound calls.
Management of outbound automation campaigns.
Maintaining Service Level Agreements & EMEA Metrics (including Key Performance Indicators associated with role).
Maintaining product system & commercial knowledge to manage customer relationships.
Attendance of face-to-face meetings with customers & other internal partners hosting Customer Visits to site.
Support the Commercial & Marketing business improvements initiatives.
Management of the relationship between Supply Chain and Key Account team.

Key competencies

Education

Completed secondary school education or masters degree.
A basic level of IT proficiency

Essential:

Fluent Polish and at least intermediate 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 ECPs advantageous

#LI-SP5 / #Li-Hybrid

Required Skills:

Preferred Skills:

Required Experience:

Unclear Seniority