Customer Service Specialist

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 jnj.com.

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Customer Management

Job Sub Function:

Non-Technical Customer Service

Job Category:

Professional

All Job Posting Locations:

Prague, Czechia

Job Description:

General Information

Job title:

Customer Service Specialist with German (2-year Fixed Term maternity replacement)

Reporting to:

Customer Service Supervisor

Functional group:

Customer Service (Deliver)

Direct reports

(job titles):

N/A

Dotted line reports

(job  titles):

Customer Service Manager

"Johnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone orthopaedics company,

operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months,

subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be

required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that,

following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by

DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be

provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes."

Overall purpose of job:

• Customer service to MedTech countries in EMEA

• Primarily handling of returns, credits and debits for external and internal customers but can extend to responsibilities across customer service orders, returns and financial transactions

• Professional written and verbal communication with customers, internal functions (in country customer service, supply chain, commercial, sales, finance, etc..) and external providers (distribution centers and transport providers)

• Timely and accurate handling of cases to process returns, credits and debits in a highly compliance and regulatory driven environment

• Good understanding of systems and processes to manage multiple tasks through  (Salesforce.com, SAP, JDE) with a high attention to detail

Essential duties and responsibilities:

• Investigates, processes and resolves customer cases and for returns, credits and debits, ordering and other issues  regarding return reason types, credit and billing investigations / approvals and transactions to provide excellent customer service and experience

• Responds to customer inquiries regarding return requests, approvals,  changes, failures – coordinating these activities on behalf of the customer across internal departments and external providers

• Process debits and credits on SAP and JDE system ensuring appropriate approvals, documentation and accuracy of inputs to ensure service levels are met to our customers

Special Requirements:

• Fluency in German and English

Other features of the job:

• 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

 

Job location:

Prague, Czech Republic

Essential knowledge and skills:

Academic or Professional Qualifications/Technical Skills:

• Experience in the Customer Service or in a related area

• University degree or equivalent

• Systems experience: Case Management systems (Salesforce.com preferred), Enterprise systems (SAP and JD Edwards preferred)

Years in Business related experience:

• 1-2 years

 

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

#LI-SP5 / #Li-Hybrid

 

 

Required Skills:

 

 

Preferred Skills:

  

 

The anticipated base pay range for this position is:

Kč452.000,00 - Kč727.950,00

 

 

Benefits:

In addition to base pay, we offer the following benefits*: an annual bonus with set target (% of pay) depending on pay grade / location, where the actual amount is based on the employees’ and companies’ performance of the previous calendar year, or sales commissions. Moreover, we offer vacation days, parental leave for a minimum of 12 weeks, bereavement leave, caregiver leave, volunteer leave, well-being reimbursement, programs for financial, physical and mental health. We also offer service anniversary and recognition awards, and subject to the terms of their respective plans, employees - and in some location’s eligible dependents - can participate in several insurance plans. For more information, visit Employee benefits | Supporting well-being & career growth | Johnson & Johnson Careers.

 

*This is for informative purposes only. Amounts and actual benefits may vary by location and are subject to change.