Customer Experience 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 https://www.jnj.com

Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

Professional

All Job Posting Locations:

Markham, Ontario, Canada

Job Description:

Johnson & Johnson is recruiting a Customer Experience Specialist located in Markham, ON, Canada

The Customer Experience Specialist (CES) is owner of the customer relationship from an customer operations perspective. The incumbent has direct responsibility for delivering outstanding customer experience to an assigned portfolio of accounts within a territory. The incumbent handles both the execution of tactical processes such as customer order intake, order management, order follow-up and troubleshooting, as well as critical initiatives using business analytics to influence customer collaboration.

The CES will also engage and collaborate with internal partners (Distribution, Transportation, Sales and Marketing, Supply Chain) to provide resolution to customer inquiries.

This position will be located in Markham, Ontario and follow a Hybrid work schedule.

Key Responsibilities:

Tactical

• Enter orders in the system for customers belonging to the regional portfolio; orders can be received via Phone, Fax or email.
• Review orders for pricing, product availability, dating, discontinued items, payments terms and make any necessary adjustments.
• Respond to inquiries from internal and external customers via phone or email; inquiries may be related to back-orders, order status, order amendments, among others.
• Ensure e-commerce orders are monitored and that any discrepancies or blocks are resolved to allow for timely processing
• Ensure that orders are processed in a timely manner; therefore the CES will be required to collaborate with Supply Planning Distribution and Transportation.
• Ensure all activities are executed according to internal Standard Operating Procedures (SOP’s), Work Instructions (WI) to guarantee a compliant supply chain.
• Respond and capture service complaints according to internal procedures while ensuring customer satisfaction in a compliant fashion.
• Initiate the investigation as a result of a complaint and if applicable, initiate the process to issue Credit / Debit.
• Responsible for creating and maintaining awareness with our customers of the Customer Service model offered to them.
• Provide support and coordinate with the rest of the team while other peers are out of office.

Value Add

Through the tactical operations the Customer Experience Specialist will seek to deliver value to our customers. The CES’ main objective is to build and maintain a strong and positive relationship with their assigned customers.

The CES actively seeks to build further collaboration with existing customers to achieve:

• An increase of the number of orders sent electronically to Johnson & Johnson
• A reduction of errors that occur for customers submitting already electronic orders
• A decrease of the number of corrective documents (Credits/Debits and Returns)
• A reduction of the cycle time of Credit / Debit issuance
• CES will act as an internal representation of the customer and will search for the optimized balance between Johnson & Jonson capabilities/controls and customer expectations
• Utilize available information and reporting to measure efficiencies within the assigned customer portfolio

Process & Projects, Data and Analysis

• Function as a subject matter expert on all assigned Customer Experience processes
• Identify, assess, and communicate process and cost improvements opportunities to Customer Logistics management team
• Participate in projects that are identified to be part of professional development and business needs, which will be identified in the Personal Development Plan.

Professional and Personal Development

• Produce a Personal Development Plan (PDP) on a yearly basis that will outline the organizational and personal objectives.
• Actively participate in the 5 Conversations model to monitor progress and assess performance.
• Embrace change as a result of process improvements and new implementations

Qualifications

Education:

• High School diploma is required

Experience and Skills:

Required:

• Minimum of two (2) years in a customer facing role is required
• Excellent command of English and French language
• Strong interpersonal, collaboration and communication skills
• Possess a high sense of accountability and ownership
• Strong time management skills
• Strong proficiency with MS Office applications
• Experience with ERP systems required, SAP preferred.

Preferred:

• Experience with Salesforce or CRM is preferred
• Experience and exposure to different areas of supply chain an asset
• Experience in the Health Care industry an asset
• Analytical skills preferred

Other:

• For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com.
• The Company uses Artificial Intelligence in its assessment of applicants.
• This job posting is for an existing position.

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.

We provide an inclusive work environment where each person is considered as an individual. If you require any accommodation at any point in the recruitment process, please let us know and we will work with you in an effort to ensure that you are able to fully participate in the process.

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

The anticipated base pay range for this position is :

$65,000 – $103,500

Additional Description for Pay Transparency:

As applicable for the role – Under current guidelines, this position is eligible for a discretionary performance bonus. The Company uses Artificial Intelligence in its assessment of applicants. This job posting is for an existing position.

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