Dart Customer Service Analyst

hace 2 semanas

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

Diversity, Equity & 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.

"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 world's 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 under DART Structure.

The Global Services Customer Service organization provides best-in-class, cost-effective Customer Service interactions, and compliance—in a J&J way—to our Operating Companies around the world.

Position Summary

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.

Key Responsibilities


This role has direct interaction with our external customers (hospitals, distributors) and internal stakeholders (field sales) on a daily basis.

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:

  • Responsible for more complex (Level 1 or 2) inquiry/service complaint management to achieve a "closeloop" resolution process for the customer, limiting the need for the customer to call back numerous times for the same issue. All work done in compliance to department SOPs and SOX.
  • Assigns and/or serves as "Case Owner" to investigate escalated issues/service requests and communicates updates.
  • Ensures completion of inquiry/service request to fulfillment to maintain closedloop process standards.
  • Reviews order error and order hold reports and takes action based on need as instructed by SOP
  • Notifies appropriate parties (e.g., field sales, customers, Franchises, etc) of process, inquiry updates/changes or service requests as appropriate.
  • Supports and initiates returns process including, for unidentified returns and exceptions, issues RGA and followsup on open returns as appropriate
  • Conducts recall activities as appropriate
  • Updates customer information in order management system as appropriate
  • Conduct UAT testing as needed.
  • Initiates and implements process improvements and projects
  • Adheres to quality controls process and service quality guidelines.
  • Thinks and communicate crossfunctionally to investigate, research and resolve all exceptions and adjustments promptly and accurately including any necessary coordination with other HCS departments and all required customer followup in a selfdirected manner
  • Contribute to and promote collaboration, growth, and teamwork across Global Services and GS Commercial Services
  • Completes required compliance/assigned training by required due date.
  • Identifies and raises continuous improvement and automation opportunities.

Qualifications:

Love this role? See requirements below

  • A bachelor's degree or equivalent is required.
  • Strong English language verbal and written communication skills are required to share information and achieve desired outcomes in a professional manner.
  • Business Acumen (Results and Performance Driven): Demonstrates an understanding of the supported franchises and business processes needed to achieve results. Understands relevant products and applies this knowledge to daytoday responsibilities.
  • Customer Focus: Demonstrates an understanding of the needs of the organization and customers to ensure customer satisfaction
  • Development and Goal Setting (Organization & Talent Development): Collaborates with supervisor to identify strengths and development

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