Customer Service Representative (H/F)

Customer Management

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.

Job Function: Customer Management

Job Sub Function: Non-Technical Customer Service

Job Category: People Leader

All Job Posting Locations: Issy-les-Moulineaux, France

Job Description:

Principal Activities

• Process all orders, inquiries, complaints, and general information by phone/email

• Maintain SLA and EMEA metrics (including KPIs associated with the role)

• Manually process EDI and eCommerce orders that have failed

• Contribute to the automation of orders via EDI and eCommerce in collaboration with internal partners

• Manage credit and debit notes

• Manage customer account creations and modifications

• Track returns

• Acquire product knowledge, commercial and technical knowledge to manage customer relationships

• Manage product recalls

• Manage outbound calls

• Support commercial partners

• Support sales and marketing initiatives

Knowledge, Skills, and Aptitudes Required

Essential:

• Bilingual English

• Experience in Customer Service, preferably in a call center

• Empathy, ability to understand and find solutions to value the customer

• Team spirit, motivation, and commitment

• Ability to communicate openly in writing and verbally

• Proactive approach to resolving complaints

• Good computer skills, including data entry

• Ability to be effective under pressure and work in a fast-paced and sustained environment, reactivity

• Organizational, digital, and administrative skills

Desirable:

• Proficiency in Dutch

• Knowledge/Skills in SAP

• Microsoft Office skills (Excel, Outlook, Word, PowerPoint)

• Knowledge of a third language (in addition to French and English)

• Understanding of the field of ocular health or experience within an ocular health structure