Coordinator, Customer Support Services Job Opening at Johnson & Johnson Family of Companies in Paoli June 2017

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To help to make this company imaginative and prescient vision and also assignment comes legitimate; Johnson & Johnson Family of Companies will be open regarding fresh place seeing that Coordinator, Customer Support Services throughout Paoli begin as June 2017. Everybody who’s thinking about completing this kind of nonincome producing, you should engage in this particular Coordinator, Customer Support Services June 2017 recruitment within Paoli. It truly is recommended for everyone members to organize many essential prerequisites just for this employment recruitment method, for the reason that method will be needing someone to give suitable standards which the organization would like due to this location. If you are that you are one that may load the options, you can attempt to see more information about Coordinator, Customer Support Services June 2017 in Paoli below.

Coordinator, Customer Support Services at Johnson & Johnson Family of Companies in Paoli June 2017

Johnson & Johnson Health Care Systems Inc. is currently recruiting for Coordinator, Customer Support Services (CSS), primarily located in Paoli, PA, with consideration for other locations in Piscataway, NJ, Raynham, MA, Warsaw, IN, Monument, CO, or Palm Beach Gardens, FL.
Johnson & Johnson Health Care Systems Inc. provides account management and customer support services to key health care customers, including hospital systems and group purchasing organizations, leading health plans, pharmacy benefit managers, and government health care institutions. The company also provides contract management, logistics and supply chain functions for the major Johnson & Johnson franchises.
Johnson & Johnson Customer & Logistics Services (CLS) is a global Supply Chain organization that supports operating units across all of the Johnson & Johnson Family of Companies. CLS strives to deliver an exceptional customer experience through leading critical customer facing-functions such as distribution and transportation. In addition, CLS oversees critical business enablers, including how we gather and manage supply chain master data, safe and secure supply chain practices, product identification standards, and market/channel access capabilities. CLS supports all three sectors of Johnson & Johnson: Medical Device & Diagnostics, Pharmaceutical, and Consumer Products. This team is represented in multiple countries, and continues to grow globally in both visibility and responsibility. The CLS team reports to Johnson & Johnson Supply Chain and partners closely with groups throughout the supply chain organization.
Customer Support Services (CSS) is the centralized customer service function for the CLS U.S. Customer Experience team managing sales on behalf of several J&J franchises, within the Medical Device and Pharmaceutical segments.
The CSS Coordinator will: • Provide superior, specialized customer service to our internal (field sales) and external customers (hospital, distributor) in a professional, timely and self-directed manner. • Perform the key customer-facing activities include order creation for more complex orders and efficient/effective handling and resolution of escalated issues and queries, as well as supporting customer relationships within assigned business specialty areas. • Ensure attention to compliance requirements.
Responsibilities: • Create, enter and manage complex customer orders (via phone/fax or e-channels) from internal and/or external customers. • Provide more complex (Level 1 or 2) inquiry/service complaint management to achieve a “close-loop” resolution process for the customer, limiting the need for the customer to call back numerous times for the same issue. All work done in compliance to department SOPs and SOX. o Assign and/or serve as “Case Owner” to investigate escalated issues/service requests and communicates updates. o Follow-up on open inquiries and escalate unresolved calls to appropriate subject matter experts based on SOP. o Ensure completion of inquiry/service request to fulfillment to maintain closed-loop process standards. o Review order error and order hold reports and takes action based on need as instructed by SOP. o Notify appropriate parties (e.g., CSRs, customers, Franchises, etc.) of process, inquiry updates/changes or service requests as appropriate. o Process Specialty and Government orders. o Support sales solicitation process, on an exceptions basis (e.g., provide price information/price quotes). • Update customer information in order management system as appropriate. • Conduct UAT testing as needed. • Initiate and implement process improvements and projects. • Think and communicate cross-functionally to investigate, research, and resolve all exceptions and adjustments promptly and accurately including any necessary coordination with other departments and all required customer follow-up in a self-directed manner. • Effectively use listening, verbal, and written skills to share information and achieve desired outcomes in a professional manner. • Demonstrate an understanding of the needs of the sales organization and of external customers to ensure field and customer satisfaction. • Identify and analyze problems, issues and situations to identify solutions and follow through to assess progress and ensure positive results. • Demonstrate flexibility and implements innovative ways to enhance the way work is done.
Qualifications

  • Minimum High School Diploma or equivalent is required; Associate’s or Bachelor’s degree preferred • Minimum of two (2) years related experience required • Experience within J&J Customer Support Services preferred • In-depth business knowledge of related franchises such as Global Orthopedics or Medical Device preferred • Strong Microsoft Office (Word, Excel, and Outlook) and Internet Navigation skills required • Advanced Excel (including vLookups and Pivot Tables) preferred • Familiarity with ERP systems SAP or JDE/AS400 preferred • Working experience in real-time environment, managing achievement of competing priorities and deadlines preferred • Strong problem-solving skills required • Requires the ability to provide coverage during operational hours of 8:00am to 6:00pm EST, with after-hours and weekend coverage as needed • Position requires ability to work in Paoli, PA; or one of the other CSS sites in Piscataway, NJ, Raynham, MA, Warsaw, IN, Monument, CO, or Palm Beach Gardens, FL • Position requires up to 5% domestic travel
Primary Location
United States-Pennsylvania-Paoli
Organization
Johnson & Johnson HCS Inc. (6077)
Job Function
Customer Service
Requisition ID
2491170601

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