Especialista Sr de Atencion Al Cliente

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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 Service Sr Specialist **to be in Bogotá.**

**Purpose**:The Customer Service Sr Specialist is the key focal point for customer service operation, individual will be in charge to follow up CS metrics, monitor team performance for customer interactions (calls, chats & cases) manage Master Data approvals and Issue. The CS Sr Specialist will work in partnership with other areas to raise bottlenecks, raise insights that will boost customer service performance and avoid reprocessing. This role reports directly to a Customer Service Supervisor, and escalates issues as needed.

**You will be responsible for**:

- Follow up Customer service metrics for OTIF, DSE, calls, calls, cases created & Quality monitoring
- Monitors order processing for accuracy in order to present results, actions plan, or issues founds with leader
- Support CS team for escalation with regional teams such as Invoice to cash, Warehouse, Business Intelligence
- Responsible for Master Data management in customer service such as approvals, issues or error detected
- Liaising with Finance, warehouse, regional teams to solve daily process
- Lead session with other areas to find solutions
- Validation and analysis of weekly OTIF Latam
- Cascade information and process with their teams
- Notification of closing dates beginning of the year (letter creation)
- Analysis and monitoring of Quality Issues that may occur in the operation
- Request reports information to business intelligence
- Present monthly indicators to leader
- Support regional initiatives that impact customer service and being the focal point for her/his cluster.

**Qualifications**:
**Qualifications and requirements**:

- Professional skills: Ability to make quick decisions; Perform efficiently and effectively; Deal with multi-source of information Demonstrate proficiency in written and oral communications.
- Decision Making;
- Project, change and Customer Relationship Management;
- Analytics & Problem Solving;
- Technical skills: MS Office, SAP, CIC, Salesforce;
- Language: Spanish and English;
- Continuous Improvement and Innovation;
- Returns or Recalls Processing;
- End-to-End Process Understanding;
- Customer or Channel Understanding;
- Analytics & Problem Solving;
- Quality Mindset and Compliance Orientation;
- Environment Health & Safety;
- Performance & Metrics;
- Technology & Data Management.