Customer Service Analyst

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 .

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.

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Job Description:

We are searching for the best talent for Customer Service Analyst.

Reimagine the possibilities at Johnson and Johnson Global Services employee with a focus on Customer Service. We live this motto every day by creating game-changing business solutions for the worlds largest and most broadly-based healthcare company.

As a member of our Global Customer Service team you will have exclusive access to a network of professionals located in over 60 countries. This new network will help you build on your current skills and explore opportunities to grow your career in J&J.

At J&J Global Customer Service we value ideas for innovation and improvement and are committed to diversity and inclusion. Together we will reimagine business processes to become more effective more efficient and improve customer experience. We are proud to be an equal opportunity employer.

This role will be part of the Global Services Customer Service team. The Global Services Customer Service organization provides best-in-class cost-effective Customer Service interactions and compliancein a J&J wayto our Operating Companies around the world. Here we value ideas for innovation and improvement and are committed to diversity and inclusion. We are proud to be an equal opportunity employer.

Purpose:

The Customer Service Analyst position is responsible for providing superior customer service to internal stakeholders and external customers in a professional timely and self-directed manner. The key activities include order creation inquiry management and supporting customer and stakeholder relationships.

You will follow J&J Global Services tools procedures and guidelines in support of your day-to-day duties. Strong collaboration adaptability and time-management skills are critical for this role.

You will be responsible for:

This role has direct interaction with our customers - and -stakeholders -. All interactions with our customers are to be handled in a professional helpful and timely fashion to ensure the highest level of customer satisfaction and ensuring attention to compliance requirements.

Daily activities include:

Process and respond to incoming interactions order requests and inquiries from customers across multiple channels (e-mail voice chat or any other channel used) in compliance to department Standard Operating Procedures (SOP) Work instructions (WI) and SOX requirements.
Responsible for both routine and more complex inquiry/service management to achieve a closed loop resolution process for the customer striving for first interaction resolution.
Initiate and implement process improvements and projects.
Adhere to quality control processes and quality guidelines.
Think and communicate cross-functionally to investigate and resolve exceptions promptly and accurately including any necessary coordination with other departments. Follow-up with customers as required in a self-directed manner.
Perform job duties in a way that meets or exceeds individual performance metrics established by the Customer Services organization in support of exceptional customer experience (e.g. Average Handle time email/interaction quality compliance schedule adherence etc.) and exemplifies the J&J Global Leadership Profile.
Remain current with and apply internal and operating companies policies & procedures.
Participate in crossfunctional activities meetings and initiatives within GS Commercial Services to promote continuous improvement agility and accountability.
Engage in ongoing learning opportunities that align with evolving business needs.
Contribute to and promote collaboration growth and teamwork across the Customer Service area.
Complete required compliance/assigned training by required due date.
Identify and raise continuous improvement and automation opportunities.
Follow the US business calendar for work schedule; Colombian public holidays are considered regular working days.
Other duties as assigned that are reasonably related to the responsibilities of this role.

Qualifications / Requirements:
A bachelors degree or equivalent is required.
Strong English language verbal and written communication skills is required.
Customer Focus: Demonstrates an understanding of the needs of the organization and customers to ensure customer satisfaction
Research and problem-solving skills required.
Ability to execute tactically quickly adapt to situations and address day-to-day operational challenges with minimal supervision.
Cultural awareness and an ability to work with a multitude of people across multiple markets assigned.
Knowledge and/or experience with Salesforce - SAP - desired
Knowledge of Compliance requirements (SOX and Business Controls) is desired.
Proficiency with Microsoft Word Excel and Power Point required.
Intermediate Analytics Skills and Digital Mindset required.

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Preferred Skills: