Customer Service

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Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

Professional

All Job Posting Locations:

Bogotá, Distrito Capital, Colombia

Job Description:

The Customer Service - Regional – Sr Representant 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 Sr Representant reports directly to a Customer Service Supervisor, and

escalates issues as needed.

Essential duties and responsibilities:

Responsible for order management activities including:

• 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

Special requirements:

• University/Bachelor's Degree or Equivalent
• Language: Bilingual (Spanish and English) English English intermediate

Other features of the job:

• Generally, requires minimal – 2 years related experience

Job location:

Bogotá, Colombia.

Job Requirements

Essential knowledge and Preferred skills:

• Technical skills: MS Office, Required Excel, SAP (desirable), Salesforce (desirable).,
• 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

Core competencies 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