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Sr Rep Cust Serv Ops

hace 2 semanas

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

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through 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 humanity. Learn more at

Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

Business Enablement/Support

All Job Posting Locations:

Bogotá, Distrito Capital, Colombia

Job Description:

Objetivo geral do cargo

O Representante Sênior de Atendimento ao Cliente — Regional é um ponto de contato-chave para funções internas da J&J e partes externas que necessitam se relacionar com a organização de Atendimento ao Cliente. O Especialista fornece suporte direto aos clientes e facilita atividades transacionais. Espera-se que os profissionais nesta função demonstrem entendimento sólido dos processos de atendimento ao cliente da J&J, dos produtos e de suas inter-relações. O Especialista de CS deve gerenciar relacionamentos importantes e colaborar conforme necessário com outras áreas, incluindo Cadeia de Suprimentos, Finanças e Serviços Compartilhados, para resolver questões de clientes. O Representante Sênior de CS reporta-se diretamente a um Supervisor de Atendimento ao Cliente e escala questões quando necessário.

Principais deveres e responsabilidades

Responsável pelas atividades de gerenciamento de pedidos, incluindo:

  • Agendamento de entregas.

  • Processamento de pedidos.

  • Rastreamento de pedidos e suporte a consultas de clientes para pedidos novos e existentes.

Responsável pelas atividades de gestão de faturas, incluindo:

  • Faturamento de pedidos de venda dos clientes.

  • Facilitação de correções de faturas.

  • Revisão de planos de cobrança dos clientes.

  • Interface com Finanças e outras partes para processamento de créditos e débitos, e requisitos especiais de faturamento.

Outras responsabilidades:

  • Resolver questões relacionadas a: pedidos, gestão de reclamações, gestão de devoluções, gestão de recalls.

  • Interagir com outras áreas para encontrar soluções.

  • Contatar o cliente informando a solução final.

Requisitos especiais

  • Ensino superior completo (graduação) ou equivalente.

  • Idiomas: Bilingue Espanhol e Português (Inglês — Opcional).

Outras características do cargo

  • Experiência mínima de 2 anos na área.

Local de trabalho

Bogotá, Colômbia.

Requisitos do cargo

Conhecimentos essenciais e habilidades desejadas:

  • Habilidades técnicas: MS Office, SAP (desejável), Salesforce (desejável)

  • Habilidades de escritório: Chamadas, e-mail e Outlook

  • Habilidades profissionais: capacidade de tomar decisões rápidas; desempenhar com eficiência e eficácia; lidar com múltiplas fontes de informação; demonstrar proficiência em comunicação escrita e oral.

Competências essenciais para esta função

  • Desenvolver compreensão profunda das necessidades de nossos pacientes, clientes, mercados e comunidades. Usar esses insights para identificar necessidades relevantes não atendidas.

  • Desafiar o status quo e adaptar-se à mudança, aproveitando oportunidades para causar impacto positivo. Identificar e comunicar riscos relevantes, tomar ações apropriadas e demonstrar consciência dos mais altos padrões de qualidade e conformidade.

  • Engajar-se em conversas transparentes e construtivas, contribuindo para equipes de alto desempenho.

  • Agir com rapidez, flexibilidade e responsabilidade para alcançar objetivos.

Required Skills:

Preferred Skills:

Accountability, Communication, Customer Analytics, Customer Centricity, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Detail-Oriented, Inquiry Handling, Issue Escalation, Order Processing, Process Oriented, Service Excellence, Service Request Management