Summary Of The Job
- Responsible for managing J&J customers and be the first
point of contact for customers. Customer Relationship Management is key
along with responding to their queries and solving their issues.
Duties & Responsibilities
- Processes orders by inputting to system, providing confirmation to customers regarding order receipt and availability.
- Investigates and resolves customer complaints regarding billing, shipping delays and products.
- Responds to customer inquiries regarding orders, changes, cancellations, delivery dates, application of products, and pricing.
- Generates
non-routine correspondence to secure additional customer information or
resolve customer disputes. Serves as liaison with sales, marketing,
logistics, supply chain and regulatory personnel to handle customer
inquiries and complaints. - Solicits and tracks customer feedback.
- Conducts customer surveys.
- Analyzes and reports on results.
- Places orders for replacement parts and/or for correcting errors such as shipment of wrong item or shortages.
- Representing entire Supply Chain in front of the customer.
Main performance measures (Performance Goals)
- Performing regular calls and meetings with Customers.
Sending related files, minutes of meeting and following up on related
action points. - Promoting usage of J&J Customer Connect portal to Customers (internal & external)
- Process orders accurately and timely. Update accurately and timely related tools & reports/ files.
- Replying to all inquiries in a timely manner.
- Contribute to achieving Voice of Customer targets.
- Contribute to achieving OTIF targets.
- Clear customer Claims & Debit Notes on a timely basis.
- Help reduce aging orders and backorders.
- Perform and contribute to reconciliations with Suppliers.
- Lead Individual projects assigned.
- Education: Relevant Bachelors degree, or equivalent combination of education and experience
- Years of Experience: Min 2-3 years of previous customer-facing supply chain role in a large organization
- Previous experience in Supply Chain (required) and the Healthcare industry or Consumer Industry (preferred)
- Language: English & Arabic a must
Leadership Behaviors Required
- LIVE OUR CREDO: Demonstrate and inspire the behaviors that reinforce Our Credo.
- CONNECT: Develop deep insights into the needs of our patients, customers, markets and communities.
- SHAPE: Drive innovation; anticipate and shape industry and market changes to advance health care globally.
- LEAD: Create an environment where leadership and talent development is top priority.
- DELIVER: Deliver results by inspiring and mobilizing people and teams.
Technical/Functional Skills Required
- Previous experience in Supply Chain (required) and the Healthcare industry or Consumer Industry (preferred)
- Accuracy and attention to detail required
- Good MS Office skills requied, including strong Excel skills
- End to end mindset
Leadership Profile Required
- Strong communication & interpersonal skills
- Strong analytical and problem-solving skills
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