Customer Service Representative

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 jnj.com.

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function

Customer Management

Job Sub Function

Customer Service Operations

Job Category

Professional

All Job Posting Locations

Markham, Ontario, Canada

About Vision

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

Are you passionate about improving and expanding the possibilities of vision treatments? Ready to join a team that’s reimagining how vision is improved? Our Vision team solves the toughest health challenges. Help combine cutting-edge insights, science, technology, and people to encourage eye care professionals and patients to proactively protect, correct and enhance healthy sight for life. Our products and services address these needs – from the pediatric to aging eye – in a patient’s lifetime.

Your unique talents will help patients on their journey to wellness. Learn more at

We are searching for the best talent for a Customer Service Representative (12 month fixed-term contract) to join our J&J Vision team. This position is based in Markham, Ontario, Canada.

Purpose

The Customer Service Representative acts as a pivotal, meaningful link between customers and J&J. In a collaborative team setting, the CSR manages all order fulfillment activities, answers incoming calls, investigates claims and issues, and processes returns. They partner with customers and sales colleagues to ensure transactions are completed promptly and in line with policies, while proactively communicating important information. The CSR provides support by analyzing, processing, and responding to inquiries from both customers and the sales team. This role handles orders and inquiries as needed whether by phone, fax, or email and oversees both inbound and outbound calls.

You Will Be Responsible For

• Processing all customer orders by phone, fax, email, or EDI; validate data for pricing, terms, exceptions, and special shipping requirements; validate certification where applicable; process from entry through shipment and invoicing.
• Resolving all customer queries and complaints on orders and invoices with a problem-solving mindset.
• Support providing alternative recommendations and solutions to improve organizational processes.
• Advise customers on product availability and inventory status.
• Partner with multiple internal epartments with an adaptable mindside to enable process improvement.
• Lead investigations to determine root cause of issues and implement systemic corrective actions.
• Analyze order trends, claims, and service metrics to identify opportunities for process, system, or service improvements.
• Partner closely with Sales, Supply Chain, Quality, and Finance to resolve systemic issues impacting customer experience or order fulfilment.
• Maintaining customer account information and related billing paperwork to ensure efficient billing.
• Providing outstanding customer support in your day-to-day interactions.
• Adhere to compliance standards including, compliance, quality assurance/control, by following Standard Operating Procedures (SOPs).
• Assisting with team initiatives as required.

Qualifications

Required

• Minimum of a high school degree or higher is required.
• Minimum of 2 years customer service experience is required.
• Strong working knowledge of SAP and Microsoft Office (Excel) is required.
• Excellent customer service with clear written and verbal communication; strong planning and prioritization skills.
• Keen attention to detail; conscientious and professional work approach with focus on precise data entry.
• Ability to build rapport across teams and maintain productive working relationships.
• Self-motivated, organized, detail-oriented; able to meet tight deadlines, solve problems efficiently, multitask, and manage time effectively.

Preferred

• Strong analytical, organizational, and communication skills; adept at cross-functional collaboration with a customer-first mindset and sense of urgency.
• Works with minimal supervision; exercises good judgment and consistent work habits.
• Comfortable in fast-paced, high-pressure environments; capable of urgent problem resolution.
• Telecommunications experience.
• Ability to prioritize tasks and perform under pressure.

The expected base pay range for this position is $56,000 to $90,275 CAD.

AI Usage Disclosure

The Company uses Artificial Intelligence in its assessment of applicants.

Vacancy Disclosure

This job posting is for an existing position.

Accessibility For Ontarians With Disabilities Act

As guided by Our Credo Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Required Skills

Communication, Customer Service, Microsoft Excel, Microsoft Office

Preferred Skills

Telecommunications