Position: Customer Service Associate
Reporting to: Customer Service Team Lead
Location: Cairo, Egypt
Contract: Full Time/Permanent

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 Med Tech, 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 Position Summary
Responsible for responding to customer inquiries and resolving customer complaints. Also accountable for maintaining a high level of customer satisfaction through timely and correct order processing.
The responsibilities & the impact you will have:

• Investigates and resolves customer complaints regarding billing, shipping delays and products.
• Responds to customer inquiries regarding orders, changes, cancellations, delivery dates, application of products, and pricing.
• Owner of the Order Receipt and Processing on the system: Processes orders by inputting to system, providing confirmation to customers regarding order receipt and availability.
• Generates non-routine correspondence to secure additional customer information or resolve customer disputes.
• Serves as liaison with sales, manufacturing, purchasing, engineering and shipping personnel to handle customer inquiries and complaints.
• Solicits and tracks customer feedback.
• Conducts customer surveys.
• Analyzes and reports on results. Tracks carrier performance and alerts management when performance metrics aren't met.
• Point of contact for customers for claims.
• Places orders for replacement parts and/or for correcting errors such as shipment of wrong item or shortages.
• Compiles shipping data and analyzes for trends in vendor performance. Reports findings to management.
• Observes and promotes all regulatory requirements as defined per applicable regulations, rules and procedures established by the Company, and notifies any violation or deviation to the immediate supervisor or appropriate authority.
• Complies with own training requirements to perform duties of own job.

Qualifications

We would love to hear from you, if you have the following requirements:

• Bachelor’s degree, preferably in Supply Chain.

Skill Sets and Competencies:
Ø High Sense of Customer Service and Ownership
Ø Ability to work on their own initiative and proactively interact with teams to obtain information
Ø Ability to identify areas that require improvements and suggest plans for remediation.
Ø Ability to react quickly and decisively to constantly changing demands
Ø Excellent PC and data bases skills; JDE knowledge is an advantage.
Ø Customer and performance oriented.
Ø Good Team player.
Ø Good interpersonal skills
Ø Very good English, French is a big advantage
Ø Years of experience: (minimum required to be able to handle the position)
Ø Generally, requires (2-4) years related experience
Ø Good Communication Skills.
Ø Organization and priority setting.
Ø Team player.
Ø Not easily frustrated.
Ø Works well under pressure and in stressful situations.
Ø Analytical Capability.
Ø Attention to detail.
Ø Solution oriented.
Ø Responds quickly and positively to constructive criticism.
Ø Communication – Both verbal and written
Ø Good knowledge of Excel and Power Point.

This is what awaits YOU at J&J:
This is an opportunity to work within groundbreaking Med Tech and to be a member of a Johnson & Johnson company, with an excellent record in employee continuous professional development and business improvement.
We are passionate about our work; we play vital roles across a range of professional disciplines and care deeply about our customers and communities. At Johnson & Johnson our culture enables dynamic and impactful careers.
Whether you’re one of the 1000+ people who work here, or you’re considering joining the team, we offer:

• An opportunity to be part of a global market leader.
• A dynamic and inspiring working environment.
• Opportunities to work on challenging projects and assignments.
• Possibilities for further personal and professional development/education
• Excellent Benefits

About J&J:
For more than 130 years, diversity, equity & inclusion (DEI) have been part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Our commitment to respect the dignity and diversity of all is embedded in our Credo.
We know that the success of our business depends on having the best talent in a workforce that reflects the diverse markets we serve around the world and an inclusive culture that values different perspectives and life experiences.
That is why we are working to create an inclusive environment where diverse backgrounds, perspectives and experiences are valued and each and every one of our people feels that they belong and can reach their potential. No matter who they are.
Diversity, Equity & Inclusion at Johnson & Johnson means “You Belong”

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