Summary Of The Job

You will be responsible for managing J&J customers and be the
first point of contact for customers in Middle East. Customer
Relationship Management is key along with responding to their queries
and solving their issues.

Duties & Responsibilities

• Process orders by inputting to system, providing confirmation to customers regarding order receipt and availability.
• Investigate and resolve customer complaints regarding billing, shipping delays and products.
• Respond to customer inquiries regarding orders, changes, cancellations, delivery dates, application of products, and pricing.
• Generate
  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.
• Solicit and supervise customer feedback.
• Conduct customer surveys.
• Analyze and report on results.
• Place orders for replacement parts and/or for correcting errors such as shipment of wrong item or shortages.
• Represent entire Supply Chain in front of the customer.

Main performance measures (Performance Goals)

• Perform regular calls and meetings with Customers. Send
  related files, minutes of meeting and following up on related action
  points.
• Promote the usage of J&J Customer Connect portal to Customers (internal & external)
• Process orders accurately and timely. Update accurately and timely related tools & reports/ files.
• Reply to all inquiries in a timely manner.
• Supply 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 backorder.
• Perform and perform 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
• Experience in Supply Chain and the Healthcare industry or Consumer Industry
• Language: English & Arabic a requirement

Technical/Functional Skills Required

• Accuracy and attention to detail required
• Good MS Office skills required, including strong Excel skills
• End to end attitude
• Strong communication & interpersonal skills
• Strong analytical and problem-solving skills

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