Position: Customer Service Specialist with French
Reporting to: Customer Service Senior Supervisor
Location: Prague
Contract: Two year fixed term contract
About us
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 https://www.jnj.com/.
About the role
We are looking for a Customer Service Specialist who is fluent in French whose main task would be to ensure great customer service experience in Medical Devices countries in the EMEA region. Daily, you will champion the relationship with our clients, collaborate with J&J colleagues.

The responsibilities & the impact YOU will have:

• Customer service to Medical Devices countries in EMEA
• Primarily handling customer orders and calls, case management in Sales Force, but can extend to responsibilities across customer service orders, returns and financial transactions returns, credits and debits for external and internal customers,
• Professional written and verbal communication with customers, internal functions (in country customer service, supply chain, commercial, sales, finance, etc..) and external providers (distribution centres and transport providers)
• Timely and accurate handling of cases/calls, processing orders, returns in a highly compliance and regulatory driven environment
• Good understanding of systems and processes to manage multiple tasks through (Salesforce.com, JDE) with a high attention to detail
• Processes and investigates customer cases/calls, orders, potentially returns, credits and debits and other issues, credit and billing investigations / approvals and transactions to provide excellent customer service and experience
• Responds to customer inquiries regarding orders, back-orders, return requests, approvals, changes, failures – coordinating these activities on behalf of the customer across internal departments and external providers
• Process orders on JDE system in timely manner, ensuring appropriate approvals, documentation and accuracy of inputs to ensure service levels are met to our customers
• Meet all applicable quality and compliance requirements (i.e. HCC/HCBI/ANTI-CORRUPTION/FCPA/US-GCC/Privacy/SOX/QA.Safe Fleet)
• On time reporting on spontaneous adverse events (AE) reports and quality complaints for all products
• Successfully complete all mandatory training on time

QUALIFICATIONS

We would love to hear from YOU, if you have the following requirements:

• Fluency in English and French
• Experience in the Customer Service or in a related area
• University degree or equivalent
• Systems experience: Case Management systems (Salesforce.com preferred), Enterprise systems (JD Edwards preferred)
• 1-2 years related experience.

Core competencies required for this role:

Organizational and Industry Knowledge and Experience:

• Proven customer service or administrative experience
• Knowledge of customer service and office management systems and procedures
• Excellent time management skills and ability to multi-task and prioritize work
• Attention to detail and problem-solving skills
• Excellent written and verbal communication skills
• Strong organizational and planning skills
• Proficient in MS Office

Key leadership characteristics required to the role:

• Reporting skills
• Administrative Writing Skills
• Microsoft Office Skills
• Analysis
• Professionalism
• Problem Solving
• Verbal Communication
• Office administration Procedures

Soft skills:
Teamwork, communicability, flexibility and reliability, good organization skills, autonomy, attention to detail and systematic work
More about us:
J&J provides a wide variety of benefits! Please, feel free to explore yourself at https://jnj.jobs.cz/about-us where you can learn more about what you get in return.
For more than 130 years, diversity, equity & inclusion (DEI) have been part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Our commitment to respect the dignity and diversity of all is embedded in our Credo.
We know that the success of our business depends on having the best talent in a workforce that reflects the diverse markets we serve around the world and an inclusive culture that values different perspectives and life experiences.
That is why we are working to create an inclusive environment where diverse backgrounds, perspectives and experiences are valued and each and every one of our people feels that they belong and can reach their potential. No matter who they are.
Diversity, Equity & Inclusion at Johnson & Johnson means “You Belong”

LI-CH2

The responsibilities & the impact YOU will have:

• Customer service to Medical Devices countries in EMEA
• Primarily handling customer orders and calls, case management in Sales Force, but can extend to responsibilities across customer service orders, returns and financial transactions returns, credits and debits for external and internal customers,
• Professional written and verbal communication with customers, internal functions (in country customer service, supply chain, commercial, sales, finance, etc..) and external providers (distribution centres and transport providers)
• Timely and accurate handling of cases/calls, processing orders, returns in a highly compliance and regulatory driven environment
• Good understanding of systems and processes to manage multiple tasks through (Salesforce.com, JDE) with a high attention to detail
• Processes and investigates customer cases/calls, orders, potentially returns, credits and debits and other issues, credit and billing investigations / approvals and transactions to provide excellent customer service and experience
• Responds to customer inquiries regarding orders, back-orders, return requests, approvals, changes, failures – coordinating these activities on behalf of the customer across internal departments and external providers
• Process orders on JDE system in timely manner, ensuring appropriate approvals, documentation and accuracy of inputs to ensure service levels are met to our customers
• Meet all applicable quality and compliance requirements (i.e. HCC/HCBI/ANTI-CORRUPTION/FCPA/US-GCC/Privacy/SOX/QA.Safe Fleet)
• On time reporting on spontaneous adverse events (AE) reports and quality complaints for all products
• Successfully complete all mandatory training on tim

Key leadership characteristics required to the role:

• Reporting skills
• Administrative Writing Skills
• Microsoft Office Skills
• Analysis
• Professionalism
• Problem Solving
• Verbal Communication
• Office administration Procedure