[Innovative Medicine] Customer Service Analyst

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:

Customer Service Operations

Job Category:

Professional

All Job Posting Locations:

Seoul, Korea, Republic of

Job Description:

About Innovative Medicine

Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow.
Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way.
Learn more at https://www.jnj.com/innovative-medicine

We are searching for the best talent for Customer Service Analyst.

Customer Service Analyst is responsible for providing appropriate solutions / driving initiatives in the organization cascaded from regional / global team to enable operational efficiency and process improvement

Support business to attain the target and monitor the KPIs and perform the data analysis if required

Perform the regular internal control to meet J&J compliance

Essential duties and responsibilities:

• Play as critical role as JJCC user admin for approving the request from the customers in time and to meet the compliance requirement related with privacy.
• Develop creative solutions on problems/unexpected situations as they arise
• Collaborate effectively with stakeholders (Customers, 3PL, SCM, Finance and regional project team)
• Delivery Service Issue
• undefined
• System Handling
• The assessment and problem solving must be conducted in case of systematic errors.
• For errors, these should be kept in logbook and managed to prevent further errors.
• Implement UAT for any project or system related to order process.
• Support analysis on OTIF@D and lead the governance meeting to ensure improve the performance
• Act as SME
• Issue handling, User Access handling, Continuous improvement
• Raise log and approve of user account maintenance based on the users’ roles & responsibilities.
• Review excessive access and role conflict periodically to ensure the segregation of duties

Special requirements:

• More than 5 ~ 7 years of experience in customer services
• Bachelor’s Degree
• SAP order process module experience
• Knowledge of quality/compliance, supply chain, operations, and logistics highly desired.
• Good communication skills and customer focused attitude
• Order process improvement; Seeking better opportunity for system optimization and systemic improvement.

Other features of the job:

• Benchmark using new technology
• Follow up and development the order process from low hanging fruit to high technology

Job Requirements

Essential knowledge and skills:

• Demonstrated knowledge and experience of Customer Service area
• Problem solving skill (End to End supply chain)
• Written and verbal English communication skill
• Proficiency in Microsoft Office (Excel, Word) required
• undefined

Core competencies required for this role: 

• Strong communication skills
• Customer (internal and external) driven approach
• Exercises Good Judgment and Drives Change in continuously changed Regulatory environment

Legal Entity
Innovative Medicine

Job Type
Fixed-term

Application Documents
Free-form resume AND cover letter is required (in Korean or English).

Application Deadline
Open until the position is filled.

Notes

• Preference will be given to individuals subject to national veterans’ benefits and persons with disabilities upon submission of relevant documents as per applicable laws.
• Only candidates who pass the resume screening will be notified individually. However, notifications may be delayed due to company circumstances.
• If any false information is found in the application documents, the hiring may be canceled even after the offer is confirmed, and future applications may be restricted.
• Submitted documents will not be returned and will be deleted upon request.

 

 

Required Skills:

 

 

Preferred Skills:

Analytical Reasoning, Business Behavior, Customer Centricity, Customer Intelligence, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Data Analysis, Execution Focus, Issue Escalation, Mentorship, Order Processing, Service Excellence, Service Request Management