Costumer Service Analyst

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:

Professional

All Job Posting Locations:

Bogotá, Distrito Capital, Colombia

Job Description:

About MedTech

Fueled by innovation at the intersection of biology and technology, we're developing the next generation of smarter, less invasive, more personalized treatments.

Your unique talents will help patients on their journey to wellness. Learn more at

We are searching for the best talent for our Costumer Service Analyst

Puropse: The Customer Service - Regional – Analyst is a key point of contact for internal J&J functions and external parties to engage the Customer Service organization. The Specialist provides direct support to customers and facilitates transactional activities. Individuals in this role are expected to demonstrate a solid understanding of J&J customer service processes, products, and their interrelationship. The CS Specialist is expected to navigate key relationships and collaborate as needed across functions, including: Supply Chain, Finance and Shared Services in order to resolve customer issues. The CS Analyst reports directly to a Customer Service Supervisor, and escalates issues as needed.

Key Responsibilities:

• Scheduling deliveries and appointments

• Processing orders

• Order tracking and support to customer inquiries for new and existing orders.

Responsible for invoice management activities including:

• Invoicing customer sales orders

• Facilitating invoice corrections

• Reviewing customer billing plans

• Liaising with Finance and other parties for credit and debit processing, and special invoicing requirements.

• Solve issues related to: Orders, Claims management, Returns management, Recall management

• Interact with other areas to find solutions

• Contact the customer with the final solution

· Analyze relevant information and data to identify trends, patterns, and opportunities that support the company's strategic decisions.

· Develop detailed reports and presentations for senior management, highlighting insights and recommendations based on rigorous analyses.

· Collaborate with different departments to understand their data needs and provide appropriate analytical support.

· Mentor and train junior staff, sharing knowledge and promoting continuous development within the team.

Special requirements:

• University/Bachelor's Degree or Equivalent

• Portuguese fluent, Spanish, English advanced

Other features of the job:

• Requires minimal 4 years related experience

• Project Management Experience desirable

Key Requirements:

Essential knowledge and skills:

· Technical skills: MS Office advanced such as Excel,  SAP (desirable), Salesforce (desirable) , plus knowledge of Power BI.

• Office skills: Standard office telephone, Email, Outlook

• Professional skills: Ability to make quick decisions; Perform efficiently and effectively; Deal with multi-source of information Demonstrate proficiency in written and oral communications

· Proficiency in analytical tools and data management software, creating and presenting in PowerPoint,

· Verbal and written communication skills, with the ability to simplify complex concepts for non-technical audiences.

· Ability to work independently and as part of a team while maintaining a high level of organization and time management.

· Critical analysis and problem-solving skills, with a strong results orientation.

• Professional skills: Ability to make quick decisions; Perform efficiently and effectively; Deal with multi-source of information Demonstrate proficiency in written and oral communications

Core competencies required for this role:

• Develop deep insights into the needs of our patients, customers, markets, and communities. Use insights to uncover important unmet needs

• Challenge the status quo and adapt to change taking advantage of opportunities to have a positive impact. Identify and communicate meaningful risks, take appropriate action, and demonstrate an awareness of the highest standards of quality and compliance

• Engage in transparent and constructive conversations contributing to high-performance teams

• Act with speed, flexibility, and accountability to achieve goals

Required Skills:

Preferred Skills:

Analytical Reasoning, Business Behavior, Customer Centricity, Customer Intelligence, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Data Analysis, Execution Focus, Issue Escalation, Mentorship, Order Processing, Service Excellence, Service Request Management

---