Job Description

Johnson & Johnson is recruiting for a Bilingual Customer Service Representative for Johnson & Johnson Vision located in Markham, Ontario, Canada. This is a duration-based role for 18-months.About Johnson & JohnsonAt 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 .Summary:The Customer Service Representative (CSR) is the owner of the customer relationship from an operations perspective. You will have direct responsibility for delivering a superior customer experience to an assigned list of accounts/region. You will be responsible for the execution of processes such as customer order intake, order management, order follow-up and troubleshooting. It is also required to operate at a strategic level and demonstrate business analytics to influence customer collaboration. The CSR is also responsible to engage with internal partners to provide resolution to customer complaints.The Customer Service Representative will collaborate cross functionally with Distribution, Transportation and Sales, Marketing and other business partners as required.Key Responsibilities:

• Process all customer orders received via phone, fax, email or EDI accurately and promptly upon receipt. Customer data must be validated at time of order for pricing, terms, exceptions, and any special shipping requirements. Orders must be processed from entry through shipment and invoicing.
• Perform all others task as they relate to department operating systems. The CSR may be assigned progressively challenging tasks to promote personal development.
• CSR to ensure that all customer queries, (internal and external) on product quality, availability, substitutions, inventory and order status, pricing, billing, invoicing and traffic carrier concerns are resolved satisfactorily and timely.
• Assist the sales team with account inquiries and problems.
• Responds to all customer complaints immediately and notify all relevant parties. Escalate as needed. Maintain customer account information and related paperwork.
• Follow policies and procedures and ensuring they are understood and adhered to.
• Interacts with internal and external customers by responding to requests and explaining procedures, to ensure operations are in compliance, promote positive business relationships and ensure that company interests are represented.
• Provide recommendation and alternatives on business improvement processes.
• Assist with team initiatives as required.

QualificationsEducation:

• A minimum of a college diploma or equivalent education and experience required that provides the required knowledge, skills and abilities.

Experience and Skills:Required:

• Minimum 2 years of relevant customer service work experience is required.
• Effective written and oral communication skills in English and French is a must.
• Experience working in a customer service team environment with strong time management skills with the ability of meeting deadlines and prioritizing tasks is required.
• Work with minimal supervision while exercising good judgment and effective work habits is required.
• Must be willing to work in a fast-paced environment and manage complex issues with a sense of urgency.
• Proficiency with MS Office applications is required with strong typing skills (speed and accuracy).
• Excellent analytical and organizational skills is required.
• Strong attention to detail, and process adherence is required.

Preferred:

• Knowledge of SAP is preferred.
• Must be self-motivated, have a keen attention to detail with effective problem-solving skills.
• Experience within the healthcare/pharmaceutical industry is preferred.
• Telecommunications experience desirable.

Other:

• Requires the ability, through our flexible work policy, to work on-site a minimum of three days each week, with the option for two remote workdays each week.
• This is a fixed-term assignment which is expected to conclude at or after 18 months.

For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit .Diversity and inclusion are central elements of the shared culture across the Johnson & Johnson Family of Companies. Attracting, developing and retaining a workforce that reflects the diversity of our customers and communities is essential to our success. We are committed to providing a respectful, inclusive and accessible work environment where all employees have the opportunity to achieve their potential.

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