Customer Service - Regional – Sr Representant

Customer Service - Regional – Sr Representant

The Customer Service - Regional – Sr Representant is a key point of contact for internal J&J functions and external parties to engage the Customer Service organization. The Specialist provides direct support to customers and facilitates transactional activities. Individuals in this role are expected to demonstrate a solid understanding of J&J customer service processes, products and their interrelationship. The CS Specialist is expected to navigate key relationships and collaborate as needed across functions, including: Supply Chain, Finance and Shared Services in order to resolve customer issues. The CS Sr Representant reports directly to a Customer Service Supervisor, and escalates issues as needed.

Essential duties and responsibilities:

• Responsible for order management activities including:
• Scheduling deliveries and appointments
• Processing orders
• Order tracking and support to customer inquiries for new and existing orders
• Responsible for invoice management activities including:
• Invoicing customer sales orders
• Facilitating invoice corrections
• Reviewing customer billing plans
• Liaising with Finance and other parties for credit and debit processing, and special invoicing requirements
• Solve issues related to: Orders, Claims management, Returns management, Recall management
• Interact with other areas to find solutions
• Contact the customer with the final solution

Special requirements:

• University/Bachelor's Degree or Equivalent
• Language: Bilingual (Spanish and English) English intermediate

Other features of the job:

• Generally, requires minimal – 2 years related experience

Job location:

Bogotá, Colombia.

Job Requirements

Essential knowledge and Preferred skills:

• Technical skills: MS Office, Required Excel, SAP (desirable), Salesforce (desirable).
• Office skills: Standard office telephone, Email, Outlook
• Professional skills: Ability to make quick decisions; Perform efficiently and effectively; Deal with multi-source of information Demonstrate proficiency in written and oral communications

Core competencies for this role:

• Develop deep insights into the needs of our patients, customers, markets and communities. Use insights to uncover important unmet needs.
• Challenge the status quo and adapt to change taking advantage of opportunities to have a positive impact.
• Identify and communicate meaningful risks, take appropriate action and demonstrate an awareness of the highest standards of quality and compliance.
• Engage in transparent and constructive conversations contributing to high-performance teams.
• Act with speed, flexibility and accountability to achieve goals