Customer Service Specialist (with Lithuanian)

at  Johnson Johnson

ABOUT JOHNSON & JOHNSON

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/.
The Med Tech segment produces a broad range of innovative products used primarily by health care professionals in the fields of orthopedics, neurovascular, surgery, vision care, diabetes care, infection prevention, cardiovascular disease, sports medicine, and aesthetics. This segment is comprised of our Global Medical Solutions, Global Orthopedics and Global Surgery Groups.

SPECIAL REQUIREMENTS, ESSENTIAL KNOWLEDGE AND SKILLS:

• Lithuanian Language Knowledge – Very Good / Excellent (written & oral)
• English Language Knowledge – Good to Excellent (written & oral)
• Polish language knowledge – Good to Excellent (written & oral - for serving Polish customers as needed)
• MS Office (Excel, Word, Power Point, Outlook)
• High School/Secondary Education or Equivalent
• 2-4 years of Customer Service experience
• System knowledge: JDE 8.12 or SAP desirable
• Relevant J&J applications for workflows, approvals, complaint management desirable

OVERALL PURPOSE OF JOB:

Providing high-quality customer service. Comprehensive service for external and internal customers, in accordance with applicable standards and procedures. Order processing and delivery monitoring accordingly with cut-offs. Providing feedback to all inquiries coming from external and internal customers, handling complaints and returns. Cooperation with other departments in the company.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Entering and processing orders from internal and external customers accordingly with standards and SOPs
• Providing high-quality services and support in everyday customer service activities (all processes O2I)
• Preparing data required to measure customer satisfaction and collecting feedback on customer satisfaction (Customer Experience program)
• Providing feedback in response to customer inquiries
• Checking the validity and processing of complaints and returns reported by customers and registration of all complaints, DSIs and other customer’s notifications in SFDC
• Issuing sales invoices, correction invoices, credit notes
• Identify process gaps and implement improvement actions
• Participation in internal and external audits regarding the operation of processes and documentation (auditee role)
• Participation in projects conducted by the Customer Service Department
• Active cooperation with other departments in the company
• Performing tasks ordered by the supervisor in order to achieve CS goals and the company’s business goals
• Close cooperation with Sales Department
• Acquiring and analyzing data necessary to achieve the goals and KPIs of CS Department
• Participation in training and meetings related to CS responsibilities
• Coordinating Service & Repairs process (backup if needed)
• Providing back-up during the absence of other employees
• Order automation promotion and support within external and internal customers – JJCC Portal.

CORE COMPETENCIES REQUIRED FOR THIS ROLE:

• Ability to work in a team
• High standard of communication and a proactive approach to problem solving
• Ability to adapt to changes
• Time management skills
• Mindfulness, focus on details
• Ability to work under time pressure
• High standard of communication and a proactive approach to the client
• Accuracy and systematicity