International Customer Service Executive

Position Job Title: International Customer Service Executive

Scope: Supply Chain MedTech BU: Surgery, CSS, Mitek

SECTION 1: JOB SUMMARY

The purpose of this position is to build outstanding partnerships with our global internal customers (JNJ Affiliates; EMEA, LATAM, APAC, NA) and ensure state of the art delivery of services relating to the MedTech franchises distribution such as Surgery, CSS, Mitek.

SECTION 2: DUTIES & RESPONSIBILITIES*

• Build collaborative partnerships with Business Partners
  • Develop customer relationships with Affiliates, acting as the Single Point of Contact (SPoC) and develop knowledge and understanding of the Affiliates’ market
  • Work closely with internal customers (Affiliates, Supply Planning, Warehouses, Finance, Quality, Regulatory etc.)
• Relentless focus on Customer Service
  • Responsible for Order Management, either through Direct Replenishment Process (DRP, replenishing Affiliates’ inventory considering forecast, demand, inventory & supply) or through Internal Sales Orders, entering Affiliates’ sales orders according to shipment schedule.
  • Provide supply and shipment information: provide order status, expected delivery dates, ensure timely shipping, pro-actively inform customer on possible future issues, liaise with planning to provide a perfect service in line with customer profile
  • Liaise with functions to execute the different services to Affiliates (Returns/Inter Company Pricing creation/Ship-to creation, etc)
  • Propose solutions for complex problems and process improvements
  • Managing the different events (stock builds, tenders, year-end)
  • Participate in the Key-user community and cross functional projects
  • Responsible for achieving targets set (e.g. timely order processing, maintenance of open orders)
  • Train new team members and give feedback to the supervisor.
• Significant Focus on Quality
  • Review and update all SLA’s, SOP’s, procedures and work instructions in Adaptiv when needed
  • Train markets on logging accurately logistic complaints.
  • Issue and follow up of credit- and debit notes to the country in case of justified customer complaints in collaboration with Finance
  • Drive quality improvements where possible in line with customer expectations: Assess country’s needs, obtain regular feedback from country, communicate any logistic improvement to our contact in the country that could help in the replenishment process.
  • Feedback to Distribution team any important issues concerning customer requirements and complaints
  • Ensure activities performed are compliant with the applicable Quality System and regulations
• Contribute to pleasant work atmosphere and team spirit
  • Be the back-up for other team members during holidays or periods of absence
  • Update Manager on a regular basis
• Responsible for communicating business related issues or opportunities to next management level
• Responsible for following all Company guidelines related to Health, Safety and Environmental practices as applicable.
• Responsible for ensuring personal and Company compliance with all Federal, State, local and Company regulations, policies, and procedures
• Performs other duties and tasks assigned as needed

SECTION 3: EXPERIENCE AND EDUCATION*

• Bachelor’s Degree is a requirement
• Minimum 4 years’ experience in Customer Service activities
• Good knowledge of MS office, Advanced knowledge of Excel
• Aptitude for dealing with people in a customer-oriented and international environment
• Good aptitude for technology and learning new systems - Profound knowledge of the OTC system, Enterprise Resource Planning (ERP) system and/or reporting tools is a plus
• Fluency in English is a must
• Good knowledge of the Planning tools, Distribution planning, inventory management is a plus

SECTION 4: REQUIRED KNOWLEDGE, SKILLS, ABILITIES, CERTIFICATIONS/LICENSES and AFFILIATIONS *

• Customer oriented
• Excellent communication skills, social and a team player
• Flexible, embrace change
• Accuracy and detail focus is a must
• Good at organizing and prioritizing work in a dynamic environment with many ad-hoc issues
• Coaching capabilities
• Strong task organization and prioritization skills in a dynamic environment
• Ability to combining running an operational process with deadlines with many adhoc requests.

SECTION 5: LOCATION & TRAVEL REQUIREMENTS

• Primary location of the position is Pune, India.
• Daily Operation (Mon- Fri)
• CET timezone job is a must: 8-17 CET

Company management reserves the right to add, delete or otherwise alter assigned duties at any time. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The minimum qualifications listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions