Senior Customer Care Specialist

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:

Non-Technical Customer Service

Job Category:

Professional

All Job Posting Locations:

Jacksonville, Florida, United States of America

Job Description:

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 on 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 https://www.jnj.com/medtech

We are searching for the best talent for Senior Customer Care Specialist position.

Contributes to the non-technical customer service department as an entry to developing individual contributor, who works under close supervision. Assists with projects, programs, and processes in support of the organization's overall customer experience strategy. Carries out theoretical knowledge of the non-technical customer service field to advance procedures and plans for the area.

You will be responsible for:

• Helps deliver programs and innovative initiatives for the Non-Technical Customer Service area.
• Contributes to less complex components of projects, programs, or processes for the Non-Technical Customer Service area.
• Conducts simple trend analyses to support continuous improvement efforts for the organization's customer experience strategy for customers using non-technical products.
• Follows best-in-class plans and mechanisms to deal with ambiguous situations.
• Understands and applies Johnson & Johnson’s Credo and Leadership Imperatives in day-to-day interactions with team.
• Answering incoming calls, processing orders, documenting feedback, and resolving issues to the customer's satisfaction, while maintaining quality standards.
• Handle escalated calls from customers and peers.
• Manage the no charge order process and ATP/backorder issues for US & CA regions.
• Resolve problems of a complex nature with guidance from Leadership.
• Identify trends, determine root causes that would put customers at risk, and drive continuous improvement opportunities.
• Assist with training, peer coaching, departmental communications, and projects as needed.
• Assist with monthly peer performance improvements.
• Provide back-up support for the Leadership Team as needed.
• Serve as a liaison between Customer Receivables Management, Customer Relations, Sales, Marketing, Distribution, and other departments within the organization as needed.

Qualifications / Requirements:

Education

• High School degree required, and a 4-year college degree preferred or equivalent work experience.

Experience and Skills

Required:

• At least 2 years as a Johnson & Johnson Vision Care Customer Care Specialist
• Must meet or exceed performance standards
• An understanding of multiple markets and ERP systems.
• Demonstrate effective written and oral communication skills in English
• Proven PC skills to include Microsoft Suite and SAP.