Customer Service Representative

5 months ago

Markham, Canada Johnson & Johnson Full time

Customer Service Representative Part-time (12 months contract)

Johnson & Johnson Vision, a member of Johnson & Johnson's Family of Companies, is recruiting for a Customer Service Representative. This role is based in Markham, Ontario, Canada. This is a duration-based role for 12 months and will be part-time, 20 hours per week..

Sight is our most valued sense. It allows us to uniquely connect with life’s moments—and with one another. At Johnson & Johnson MedTech, we are working to make vision possible—leading the way for a new future of eye health. We off er a full spectrum of contact lenses, intraocular lenses and other solutions to support the eye health journey across every stage of life—from pediatric eyes, to developed eyes, to mature eyes. We help improve sight for more than 40 million patients around the world every year. And, in communities with greatest need, we work in collaboration to expand access to quality eye care for all.

The Customer Service Representative (CSR) is the owner of the customer relationship from an operations perspective. You will have direct responsibility for delivering a superior customer experience to an assigned list of accounts/region. You will be responsible for the execution of processes such as customer order intake, order management, order follow-up and troubleshooting. It is also required to operate at a strategic level and demonstrate business analytics to influence customer collaboration. The CSR is also responsible to engage with internal partners to provide resolution to customer complaints.

The Customer Service Representative will collaborate cross functionally with Distribution, Transportation and Sales and Marketing.
- Perform all others task as it relates to department operating systems. The CSR may be assigned progressively challenging tasks to promote personal development.
- CSR to ensure that all customer queries, (internal and external) on product quality, availability, substitutions, inventory and order status, pricing, billing, invoicing and traffic carrier concerns are resolved satisfactorily and timely.
- Assist the sales team with account inquiries and problems.
- Responds to all customer complaints immediately and notify all relevant parties. Escalate as needed. Maintain customer account information and related paperwork.
- Follow policies and procedures and ensuring they are understood and adhered to.
- Interacts with internal and external customers by responding to requests and explaining procedures, to ensure operations are in compliance, promote positive business relationships and ensure that company interests are represented.
- Provide recommendation and alternatives on business improvement processes.
- Assist with team initiatives as required.

**Qualifications**:
**Education**:
High School diploma or equivalent education required and experience that provides the required knowledge, skills and abilities.

**Experience and Skills**:
**Required**:

- 1-2 years of demonstrated customer service experience is required. At least 2 years of experience is desirable.
- Effective written and oral communication skills in English. Strong oral and written communication skills in English is required.
- Experience working in a customer service team environment with strong time management skills with the ability of meeting deadlines and prioritizing tasks.
- Work with mínimal supervision while exercising good judgment and effective work habits.
- Must be willing to work in a fast-paced environment and manage complex issues with a sense of urgency.
- Excellent analytical and organizational skills.

**Preferred**:

- Knowledge of SAP
- Must be self-motivated, have a keen attention to detail with effective process improvement. and problem-solving skills.
- Knowledge and experience in medical products. Telecommunications experience desirable.

**Other**:
French bilingualism would be a definite asset

Diversity and inclusion are central elements of the shared culture across the Johnson & Johnson Family of Companies. Attracting, developing and retaining a workforce that reflects the diversity of our customers and communities is essential to our success. We are committed to providing a respectful, inclusive and accessible work environment where all employees have the opportunity to achieve their potential.

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