Customer Experience Specialist (Multiple Openings)

Job Responsibility:

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. Learn more at

Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

Professional

All Job Posting Locations:

Markham, Ontario, Canada

:

Johnson & Johnson Med Tech Services Inc a member of the Johnson & Johnson Family of Companies is recruiting for a Customer Experience Specialist. This position will be located in Markham, Ontario and follow a Hybrid work schedule.

Johnson and Johnson Medical Device Companies

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. Learn more at

Position Summary:

The Customer Experience Specialist (CES) is owner of the customer relationship from an operations' perspective. The incumbent has direct responsibility for delivering outstanding customer experience to an assigned portfolio of accounts within a territory. The incumbent handles both the execution of tactical processes such as customer order intake, order management, order follow-up and troubleshooting, as well as critical initiatives using business analytics to influence customer collaboration. The CES will also engage with internal partners to provide resolution to customer complaints.

The CES will monitor key performance indicators (KPI's) to track progress of the efficiencies and improved services offered to the customers. This role also involves extensive collaboration with multiple business partners including Distribution, Transportation, Sales and Marketing, and Planning.

CES strives to strengthen customer trust by providing enterprise customer & logistics services that improve the customer experience while ensuring a safe and compliant supply chain.

The CES will monitor key performance indicators (KPI's) to track progress of the efficiencies and improved services offered to the customers. This role also involves extensive collaboration with multiple business partners including Distribution, Transportation, Sales and Marketing, and Planning

CES strives to strengthen customer trust by providing enterprise customer & logistics services that improve the customer experience while ensuring a safe and compliant supply chain.

Major Responsibilities:

1. Efficiency

Through the tactical operations the Customer Experience Specialist will seek to deliver value to our customers. The CES's main objective is to build and maintain a strong and positive relationship with their assigned customers.

The CES actively seeks to build further collaboration with existing customers to achieve:

• An increase of the number of orders sent electronically to Johnson & Johnson
• A reduction of errors that occur for customers submitting already electronic orders.
• A decrease of the number of corrective documents (Credits/Debits and Returns)
• A reduction of the cycle time of Credit / Debit issuance
• CES will act as an internal representation of the customer and will search for the optimized balance between Johnson & Johnson capabilities/controls and customer expectations.
• Apply available information and reporting to measure efficiencies within the assigned customer portfolio.

2. Tactical

• Enter orders in the system for customers belonging to the regional portfolio; orders can be received via Sales Force, Phone, or Fax.
• Review orders for pricing, product availability, dating, discontinued items, payments terms and make any required adjustments.
• Respond to inquiries from internal and external customers via phone or email; inquiries may be related to back-orders, order status, order amendments, among others.
• Ensure e-commerce orders are monitored and that any discrepancies or blocks are resolved to allow for timely processing.
• Ensure that orders are processed in a timely manner through collaboration with Supply Planning, Distribution, and Transportation.
• Ensure all activities are performed according to internal Standard Operating Procedures (SOP's), Work Instructions (WI's) to guarantee a compliant supply chain.
• Respond to and capture service complaints according to internal procedures while ensuring customer satisfaction in a compliant fashion.
• Initiate the investigation as a result of a complaint and if applicable, initiate the process to issue Credit / Debit.
• Responsible for creating and maintaining awareness with our customers of the Customer Experience model offered to them.
• Provide support and coordinate with the rest of the team while other peers are out of office.

3. Professional and Personal Development

• Produce a Personal Development Plan (PDP) on a yearly basis that will outline the organizational and personal objectives.
• Actively participate in the 5 Conversations model to monitor progress and assess performance.
• Embrace change as a result of process improvements and new implementations.

4. Process & Projects, Data and Analysis

• Function as a subject matter expert on all assigned Customer Experience processes
• Identify, assess, and communicate process and cost improvements opportunities to Customer Logistics management team
• Participate in projects that are identified to be part of professional development and business needs, which will be identified in the Personal Development Plan.

Job Knowledge Requirements:

Relevant knowledge and experience

• Strong interpersonal, collaboration and communication skills
• Completion of post-secondary education is required
• A minimum of 2 years in a customer facing role or related experience is preferred
• Possess a high sense of accountability and ownership.
• Excellent command of English (Required) and French (Asset)
• Experience in the Health Care industry an asset
• Strong time management skills
• Analytical skills preferred.

Technical proficiency requirements

• Strong proficiency with MS Office applications
• Experience with ERP systems, SAP preferred
• Experience with Sales Force preferred
• Experience and exposure to different areas of supply chain an asset

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Johnson & Johnson is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.