Customer Collaboration Sr Specialist

hace 2 semanas

Bogotá, Bogotá D.E., Colombia Johnson & Johnson A tiempo completo

At Johnson & Johnson, the largest healthcare company in the world, we come together for one purpose: to transform the history of health in humanity.


Diversity & Inclusion are essential to continue building our history of pioneering and innovation, which has been impacting the health of more than 1 billion patients and consumers every day for more than 130 years.

Regardless of your race, belief, sexual orientation, religion, or any other trait, YOU are welcome in all open positions at the largest healthcare company in the world.

When You Join Johnson & Johnson, Your Move Could Mean Our Next Breakthrough.

At Janssen, we're creating a future where disease is a thing of the past.

We're the Pharmaceutical Companies of Johnson & Johnson, working tirelessly to make that future a reality for patients everywhere by fighting sickness with science, improving access with ingenuity, and healing hopelessness with heart.

We focus on areas of medicine where we can make the biggest difference:
Cardiovascular & Metabolism, Immunology, Infectious Diseases & Vaccines, Neuroscience, Oncology, and Pulmonary Hypertension.

We are Janssen.

Our mission drives us.

Our patients inspire us.

We collaborate with the world for the health of everyone in it.

We are searching the best talent for Customer Collaboration Specialist for LatAm.

Purpose:

As a Customer Collaboration Specialist, you will play a key role in strengthening the strategic link between Janssen and its key customers, to ensure excellence in the level of service perceived by customers and create incredible customer experiences.


You will be responsible for connecting with internal areas in the region to organize work and actions to improve the customer experience for our customers and patients, aligned with customer needs, feedback, business priorities and deliverables related to product flow, delivery status information and global programs, using the tools and platforms to map customer journeys and to collaborate with key stakeholders to achieve our Customer Promise.

You will be directly reporting to the Customer Collaboration Lead for LatAm.

You will be responsible for:

  • Collaborate with operational alignment and execution to achieve overall business objectives, including sales objectives and service levels.
  • Be the regional focal point for the E2E Customer Experience framework that measures customer insights, conducts customer journey mapping and identifies key trouble spots in customer journeys.
  • Partner with commercial and deliver operations teams to analyze insights, opportunities and set strategic priorities to deliver the highest value through personalized customer experiences.
  • Analyze the root cause of problems and have a deep understanding of the business.
  • Work closely with Global Customer Collaboration Teams for regional implementations and continuous improvement in the Customer Experience Journey.
  • Ensure a differentiated experience for strategic customers by maintaining and/or improving current benchmark scores with the Customer Experience Survey.
  • Integrate with the E2E Service Integrator Team to implement initiatives that improve service levels with clear results and performance metrics.
  • Collaborate to optimize the balance between service and cost to support Janssen's growth plan as well as add value to the P&L by leading savings initiatives in conjunction with the E2E Supply Chain.

Qualifications:

Qualifications and requirements:

  • Fluent in Spanish, English and Portuguese (oral and written)
  • Advanced knowledge of Excel and Power Point.
  • Completed bachelor's degree (Business, Economics, Management, Engineering), MBA is a plus.
  • Minimum 3 years of experience in E2E supply chain (logistics, customer service, project management); customer experience and customer transformation.
  • Analytical ability to manage information flows and customer data.
  • Customercentric mindset and business acumen and understanding of E2E supply chain.
  • Collaborative, proactive and influential profile to manage multiple stakeholders (internal and external) with strong adaptability.
  • Leadership profile to execute initiatives based on E2E analysis and exchanges between the operations team and customers.
  • Ability to motivate and transform the mindset of people to make them passionate about improving the customer experience.
  • Learning Agility
  • Domestic and international travel may be required up to 30% of the time, depending on the initiatives.

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