Exp Rep Cust Serv Ops

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:
Business Enablement/Support

All Job Posting Locations:
Tempo Maidenhead, Berkshire, United Kingdom

Job Description:

Role Purpose:

The Customer Service Representative is accountable for delivering outstanding customer support to both external and internal stakeholders. You will uphold a high level of performance by achieving department stretch KPI targets. You will ensure you provide excellent service across every interaction.

The Customer Service Representative will demonstrate behaviors aligned with leadership imperatives and play a key role in positioning the department as part of a professional, world-class organisation.

Key areas of responsibility: (including but not limited to)

- Manage telephone enquiries through to a satisfactory resolution.
- Log all interactions in Salesforce CRM with a Right First-Time mindset.
- Process customer orders with accuracy and following correct procedures.
- Assist the Senior Team members in the day-to-day running of the Customer Service Team.
- Support the measurement of quality and accuracy within Customer Services.
- Establish and promote customer relationship building, providing customer focus and feedback to the established management groups.
- Drives first time resolution.
- Responsible for driving root-cause analysis and action plan using available reporting tools.
- Support all eCommerce routes and the progression of order automation within the Customer Service function.
- Assist the Senior Team members to drive customer dedication, innovation, teamwork, operation efficiency and deliver Superior Customer Excellence across all interactions.
- Participate and provide support to projects within the Customer Service Team in line with our company and department key deliverables.
- Focus driven on both team and personal development within our Johnson & Johnson Goals & Objectives.

Experience, Skills and Abilities

(Can Do Criteria):

- undefined
- Excellent communication skills, both verbal and written, well organised, numerate.
- Proven ability to establish and grow customer relationships over the telephone.
- Results orientated.
- A self-motivated, committed team player that takes initiative and ownership in a collaborative approach.
- E-literate and a general technical aptitude.
- Demonstrates positive interpersonal skills.
- Ability to develop close relationships with customers, suppliers, colleagues, and senior stakeholders.
- Strong decision-making ability and ability to give clear directions.
- High level knowledge of systems and logistics.
- Good understanding of departmental objectives and how they fit into the wider context.
- Solid experience in data analysis and reporting; industry experience is a plus.
- Knowledge of Excel; familiarity with business intelligence tools.
- Attention to detail.
- Problem-solving aptitude

Education & Experience Required:

- Educated to A level standard and or NVQ level 3.
- Relevant experience in Customer Services, principally in telephone work, with a customer first mind set.
- Able to work well in a pressurised and demanding environment.
- Positively support process excellence / improvements.
- Customer focused & goal orientated.
- Takes personal responsibility for decisions and delivering results.

Experience, Skills and Abilities

Key Compliance Requirements:

- Always act as a role model for J&J Credo values.  Demonstrate honesty and ethical behaviour in all areas of responsibility.
- Maintain thorough familiarity with your detailed personal Health & Safety responsibilities as described in the Company’s Health & Safety policy.
- Adherence to all Company policies and necessary training and development requirements within required time frames.
- Ensure compliance to the Company’s product complaint process.
- Willingness to travel and attend meetings as required.

Required Skills:

Preferred Skills:
Agility Jumps, AI Judgement Integration, Communication, Contract Management, Customer Analytics, Customer Centricity, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Data Capturing, Emotional Intelligence, Issue Escalation, Order Processing, Process Oriented, Service Excellence, Service Request Management